Team Manager

World Travel, Inc.; United States; Remote; USD 60,000 - 70,000; Full time

Job summary

World Travel, Inc. is seeking an Operations Team Manager who will lead a mix of in-office and virtual Travel Consultants. The role focuses on delivering exceptional client service, driving leadership to attract and retain staff, and coaching for career growth while ensuring SLA performance and end-to-end reservation excellence.

The ideal candidate will guide workflow, monitor metrics, and collaborate with senior leaders to optimize productivity and client satisfaction in a remote environment.

Qualifications

• Minimum of 2 years in a TMC leadership role or mentored as a leader.
• Excellent organizational and time management with goal-focused follow-through.
• Strong problem-solving and decision-making abilities.
• Ability to motivate a team and foster effective teamwork.
• Adaptable to change and able to work independently with discretion.
• Ability to manage client and vendor relationships for operational objectives.
• Knowledge of travel technology systems and OBT/event registration sites.
• Knowledge of supplier contracts and negotiation basics.
• Understanding of ACD phone systems and reporting.
• Familiar with omni-channel workflow.
• Able to recruit, motivate, coach and develop staff.
• Excellent written and oral communications; professional business acumen.

Responsibilities

• Manages daily team performance and daily business operations.
• Key contact for accounts for operations support.
• Collaborates with training to ensure ongoing employee development.
• Works with senior leader to ensure KPIs are met.
• Delivers daily briefings and organizes monthly/weekly team meetings.
• Manages ADP payroll/staff records and controls overtime.
• Maintains issue resolution log for quick problem solving.
• Proactively communicates increased call volume due to industry events.
• Reviews account-specific trends with account management.
• Assists the team with reservations and service quality improvements.

Skills

Team leadership

Organizational skills

Problem-solving

Change management

Independent

Client relations

Travel tech systems

Supplier contracts

ACD phone systems

Omni-channel workflow

Recruit & develop staff

Communication

MS Office (Excel/Word/Outlook)

Cross-department collaboration

Business acumen

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.