Operations Supervisor, Government Travel

Seneca Holdings; Buffalo (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

CI Azumano Travel, part of Seneca Holdings, seeks an Operations Supervisor to lead and develop travel consultants delivering agency services to government and corporate clients.

The role emphasizes achieving service levels, coaching staff, and driving performance KPIs with strong focus on government regulations and customer satisfaction.

Qualifications

• Minimum 5 years managing travel services, global travel.
• Experience with government regulations (FTR, JRT, Fly America Act).
• Proven track record meeting SLA targets for phone, quality, and productivity.

Responsibilities

• Supervise travel consultants and drive KPI improvement.
• Manage real-time queues and staffing adjustments for volume spikes.
• Coach team on skills and customer service excellence.
• Act as SME on government contracts and policy details.
• Collaborate with Operations Manager to monitor performance goals.
• Lead process improvements and best practices.

Skills

Travel management

Customer service

Coaching

Leadership

Communication skills

Education

Bachelor's degree

High school diploma or GED

Job description

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.

Operations Supervisor

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 assignedtravel consultantscreating a cohesive team culture and developing them into strong travel consulting professionalswith a focus on improvement of KPIs, performance monitoring, training,coachingand scheduling.
• Ensure service level requirementswithreal-time management of phones,emailsand 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.
• Performassubject-matter expert on specific government contracts for requirements,provisionsand 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 ingovernment 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 expectationsby managing customer service to agreedSLA'srelated to telephone, quality, and productivity
• Subject-matter expert for teams ontechnical and procedural subjects, government regulations, complextravelrequests 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

Equal Opportunity Statement:

Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.