Team Manager

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

Job summary

World Travel Inc. is seeking a Team Manager, Operations to lead a virtual travel consultant team in a corporate setting. The role drives performance, develops staff, and ensures rapid, accurate reservations while maintaining client satisfaction.

The position requires at least 2 years of leadership in TMC or related environments, strong analytical and communication skills, and the ability to manage both in-office and remote staff toward shared goals.

Qualifications

• Leadership experience in a travel management or BPO environment is required.
• Ability to mentor and develop staff and drive performance against SLAs.
• Strong communication skills and problem-solving capabilities.
• Experience with client and vendor relationships and travel technology systems.

Responsibilities

• Direct daily operations of the travel consultant team to meet SLA targets.
• Coach and mentor staff for performance growth and career development.
• Collaborate with training and senior leadership to achieve KPIs and productivity goals.
• Monitor workflows, handle escalation, and ensure effective reservations processing.
• Report monthly results and maintain client satisfaction across accounts.

Skills

Leadership

Problem-solving

Team motivation

Change management

Independent work

Client relationships

Vendor relationships

Microsoft Excel

Communication

Tools

Excel

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.