Team Lead, Corporate Travel

2 weeks ago

North York, Canada Direct Travel Full time

Team Lead - Remote- Embark on the next step in your career journey with Direct Travel- As a key member of the operations team, the team lead will be responsible for supporting the front line and management team as needed. This includes but is not limited to development and growth of staff, distribution of work, training and onboarding of staff, customer engagement and front-line servicing of customers and making reservations.This role will work closely with the operations team and account management and reporting to the manager of corporate operations.This is a fully remote position.- Expedition Expectations- Customer Related:
- Expected to attend client meetings when requested
- Bring front-line knowledge of the account to the meeting and seek to understand issues and offer relevant solutions
- Following the meeting, works with Ops Manager to identify action items and handle the pieces that fall within the Lead’s scope

***
**Reporting**:

- Assists with preparing management reports on request
- Collects and researches data, uses intuition and experience to complement data
- Audits report data as required (including ticket credit reports), looking for gaps in process that, if implemented, would improve report integrity
- Ensures reporting data is accurate, as required, before distributing to client
- Service Analysis and Improvement:
- Understands account expectations in detail
- Review account expectations compared to advisor process and identify/incorporate improvements to increase efficiency and effectiveness
- Request Compleat Programming and related scripting as required
- Communicate changes/improvements to advisors, account manager, and account as necessary
- Holds regular quick team huddles to provide new travel updates/tightening up of processes
- Holds sporadic team meetings for discussions on accounts/processes etc

Service Resolution:
- Serves as general resource for travelers, and researches problems and resolves issues.
- Generates creative solutions, demonstrates attention to detail
- Responds promptly to customer requests for service/assistance. Identifies the issue and implements resolutions in a timely manner
- Manages difficult or emotional customer situations
- Liaise with Account Manager if required

Advisor Related:
- Handle client reservation inquiries as required
- Handle all advisor questions - escalate to Ops Manager when required
- Exhibits confidence in self and in the team; offers appropriate recognition and encouragement, ensuring Ops Manager is aware
- Schedules and facilitates team meetings as required, providing agenda and outcome to Ops Manager
- Identifies performance management opportunities and brings them to Ops Manager
- Programs and communicates account/technical changes and provides training/documentation as required
- Coordinate Staffing with Ops Manager

Passport to Success- Minimum of ten (10) years' experience using Sabre GDS
- Experience with Compleat is required
- Solid Travel Advisor skills, works within process, identifies opportunities for improvement, few customer complaints, excellent attention to detail.
- Excellent communication skills - both written and verbal. Able to communicate concisely, yet with clarity.
- Balances team and individual responsibilities
- Contributes to building a positive team spirit
- Shares technical expertise with others
- Remains open to others’ ideas and professional critiques
- Meets commitments
- Superior interpersonal skills required

Benefits Onboard- In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.Our Brand Voyage: About Direct Travel-
- Direct Travel is an EOE/AA/Veteran/People with Disabilities employer._

If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.

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