Manager, Travel Services - English Speaking (Alphaville, Sp)

Navan; São Paulo; On-site; BRL 180,000 - 260,000; Full time

Benefits offered by this job

Health insurance

Job summary

Navan is seeking a Travel Service Manager to lead a team of Travel Consultants in delivering best-in-class service and seamless travel experiences for clients. You will supervise, coach and develop the team, drive performance against metrics, and partner with cross-functional teams to continuously improve service delivery.

Responsibilities include coaching reviews, QA of interactions, handling escalations, optimizing processes, and guiding recruitment and onboarding to maintain consistency and a

Qualifications

• 7+ years of travel industry knowledge and experience.
• 5+ years progressive leadership in a TMC/travel contact center.
• 3 years at manager level managing teams of consultants/leads/supervisors.
• Advanced Sabre/Amadeus GDS knowledge.
• CRM experience (Salesforce, Zendesk, etc.).
• Customer-centric approach with strong interpersonal skills.
• Excellent organizational and presentation skills.
• Data-driven with ability to analyze agent performance.
• Flexible for non-traditional shifts.

Responsibilities

• Coach and develop travel consultants through regular reviews and 1:1s.
• Understand daily responsibilities through emails, calls and chats.
• Perform quality evaluations on interactions and bookings.
• Monitor errors and provide constructive feedback and coaching.
• Review performance metrics and identify improvement areas.
• Track SLA adherence and report weekly/monthly results.
• Communicate expectations to ensure self-driven teams.
• Collaborate with cross-functional teams to address gaps.
• Manage escalations and customer communications to completion.
• Lead change initiatives and guide process improvements.
• Oversee global metrics with Operations & Service Leadership.
• Ensure team alignment to organizational standards.
• Support recruitment and onboarding of new staff.
• Highlight performance concerns to leadership as needed.
• Identify processes impacting productivity and optimize.
• Share travel industry updates with the team.
• Complete all training requirements.

Skills

Leadership

Travel industry knowledge

Coaching & mentoring

Customer service

Data analytics

CRM familiarity

Cross-functional collaboration

Communication skills

Change management

Recruitment support

Tools

Sabre GDS

Amadeus GDS

Salesforce

Zendesk

Job description

The Travel Service Manager oversees a team of Business Travel Consultants and has overall accountability for the success of their teams performance. They have overall responsibility for supporting the goals of Navan whilst retaining a best in-class degree of service focus and a culture of inclusion, trust and team spirit.

Travel Service Managers lead, direct, motivate, challenge, develop and monitor their team towards our service philosophy:

We are providing industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.

What You’ll Do:

• Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings
• Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions
• Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent
• Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions
• Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback
• Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
• Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role
• Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance.
• Manage any escalations and customer communication and own all customer issues through to completion
• Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.
• Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.
• Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.
• Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles.
• Support in consultant recruitment and new starter inductions to ensure team consistency.
• Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.
• Monitor and identify processes or procedures impacting team productivity
• Cascade travel industry updates and changes to your team with confidence and knowledge
• Successful completion of all training requirements

What We’re Looking For:

• 7+ years sound Travel Industry knowledge & experience.
• 5+ years progressive leadership experience in a TMC/ travel industry contact support center environment, ie Agent -> Lead -> Supervisor.
• 3 years travel industry experience at the Manager level (managing team consultants, leads, supervisors etc).
• Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes.
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
• Customer-Centric: The customer is at the forefront of everything we do – you must live and breathe customer service and promote high customer engagement through all interactions.
• Ability to build relationships and motivate people and teams, creating a knowledge sharing attitude whilst encouraging engagement.
• Proven mentor and motivator with a clear understanding of the travel service requirements, customer base, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent, professional written and verbal communication skills, presentation and facilitation skills
• Ability to work independently and effectively as part of a team
• Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into agent performance and trends
• Results driven and proactive with ability to own and execute area of responsibility with excellence
• Technically proficient in all Navan technology and supplier tools
• Demonstrate ability to make effective use of available resources to complete tasks to agreed timelines
• Leading by example at all times
• Solid business acumen
• Flexibility to work non-traditional shifts where required

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