Team Manager

World Travel, Inc.; Exton (PA); Remote; USD 60,000 - 70,000; Full time

Job summary

World Travel, Inc. seeks an Operations Team Manager to lead a corporate travel operations team, including in-office and virtual staff. The role focuses on delivering top customer service, maintaining client satisfaction, and driving continuous improvement in reservations and performance.

You will coach and mentor staff, collaborate with senior leadership on KPI achievement, and implement go-live plans for new business while supporting year-over-year growth and retention.

Qualifications

• Minimum of 2 years in a TMC leadership role or equivalent mentoring experience.
• Proven ability to manage a team, drive KPIs and SLA performance.
• Strong problem-solving and communication skills, both written and verbal.
• Ability to coach, develop staff and adapt to changing travel industry dynamics.

Responsibilities

• Lead daily performance of the team and manage daily operations to maximize quality, productivity, and client satisfaction.
• Serve as key operations contact for accounts and coordinate with training to develop employees.
• Work with senior leadership to meet KPIs, SLA targets and YOY productivity goals.
• Communicate regularly through daily briefings, team meetings, and monthly performance reviews.
• Oversee workflow, reservations, and end-to-end fulfillment to ensure accuracy and efficiency.

Skills

Team leadership

Problem solving

Communication skills

Adaptability

Discretion

Client relationships

Tools

Microsoft Excel

Microsoft Word

Outlook

ADP

ACD systems

Job description

Salary Range: $60,000.00 To $70,000.00 Annually

Position Title:

Team Manager, Operations

Senior Vice President, Operations

Director, Operations

Team Membership:

Operations

Location:

Virtual

Job Status:

Exempt

Supervisory Responsibilities:

Yes

Objective of the Position:

The Operations Team Manager leads a team of Travel Consultants in a corporate environment. This team may include in-office and virtual staff.

Job Summary

• Providing ideal customer service to World Travel Inc.’s valued clients
• Exhibiting strong leadership to attract, motivate and retain valued employees
• Working with individual team members to ensure continued employee development and career growth objectives
• Exceeding internal and client-specific SLA contracted performance levels
• Supporting year-over-year business growth
• Ensuring client retention and satisfaction
• Developing operational workflow and responsibilities to ensure end-to-end reservation fulfillment is quick, efficient and error free
• Establishing individual and team performance metrics
• Participating with the implementation process to ensure new business has a successful “go live”
• Enhancing workflow
• Coaching and mentoring the team for optimal performance and career growth

Essential Functions:

• Manages the daily performance of the team members and daily business, promoting:
  • Quality work
  • Productive consultants
  • Optimal customer service
  • Maximizing each reservation
  • Following WTI SOPs
  • Exceeding internal and contracted SLAs
  • Ensures optimal UT usage
• Key contact for the accounts for operational support
• Work closely with training to ensure continued employee development
• Work with senior leader to ensure all KPIs are met
• Senior Leader will provide direction and measure on optimal business results which include
  • YOY productivity improvement
  • SLA performance
  • Client satisfaction
  • Opportunities to grow the business
  • Employee development and career growth
• Communications requirements will include:
  • Communicates the daily briefing
  • Monthly individual team member meetings
  • Weekly team meetings
  • Communicates monthly team results and goal performance
• Managing ADP for staff
• Controlling overtime
• Managing Issue resolution log to ensure quick and efficient resolution
• Proactively communicates increased call volume due to unforeseen industry situations
• Meets with account management regularly to review account specific trending and performance
• Assists the Team with reservations

Competency and Position Requirements

The ideal candidate will have a minimum of 2 years TMC leadership position or will have been mentored internally as a leader:

• Effective organizational and time management skills, with follow through on goals, plans and projects
• Excellent problem-solving skills
• Ability to motivate a team and foster effective teamwork
• Adept to manage change and demonstrate adaptability and flexibility
• Capable to work independently exercising discretion and judgment that protects the business and provides service
• Ability to manage clientand vendorrelationships related to operational objectives
• Knowledge of other travel technology systems, ie: integrating meetings with OBTs, event registration sites
• Knowledge on supplier contracts
• Understanding of ACD Phone systems and reporting
• Familiar with omni channel workflow
• Ability to recruit, motivate, coach and develop staff
• Excellent written and oral communications skills
• Exhibits professional business acumen
• Able to work well with all departments in order to achieve company goals
• Proficient in Microsoft Excel, Word, and Outlook

Physical Factors/Environment:

Individuals are required to travel on a regular basis beyond their home office to prospective customer meeting locations as required.

To maneuver around the office, individuals are required to walk on a level surface, periodically and as necessary, throughout the day.

We are committed to providing an accessible and inclusive interview experience. If you need assistance or a reasonable accommodation during the hiring process, please contact People Operations.