Operations Supervisor, Government Travel

CI Azumano Travel is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

CI Azumano Travel is seeking an Operations Supervisor to support our team. The Operations Supervisor leads and develops travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance.

Roles and Responsibilities include, but are not limited to:

• Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling.
• Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes.
• Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development.
• Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details
• Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals.
• Serve as a SME when working with development, implementation and technology
• Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
• Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented
• Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
• Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
• Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Basic Qualifications:

• Minimum of 5 years of managing travel services, specifically global travel
• Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act
• Government travel experience to include global travel
• Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity
• Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details.
• High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
• Proactive approach to systems and processes.
• Ability to identify and correct issues before they become problems.
• Focus on process improvement and key performance indicators.
• Display initiative and ownership and capability of making sound judgements.
• Positive role model for all staff and lead by example
• Communication skills.

Desired Skills:

• Bachelor's Degree preferred