Supervisor, Groups

**LOCATION**:Remote

**WELCOME TO THE GLOBUS FAMILY OF BRANDS****

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability

**Watch a video about the Lighthouse Project to find out more about these efforts**

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.

**Company Benefits Include**: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement.

**Exciting Travel Benefits**: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.

**ABOUT THE ROLE**

This role reports to and supports the Manager of Customer Care Groups. This role will have direct reports. A Supervisor, Custom Tours and Trade Groups will be a self-starter, possess strong organizational skills, polished time management, are money and customer experience motivated, enjoy working individually as well as collaborate as a team, must have a good understanding and execution of lead conversion, performance consistency, and possess passion for travel.

**EXPERIENCE/SKILLS REQUIRED**
- 2-4 years of sales experience or a similar role, preferably with lead management.
- Solid understanding of Group Travel Policies.
- Remote Call Center Leadership Experience.
- Travel industry experience.
- Excellent computer skills - ability to navigate and utilize multiple computer programs throughout the day.
- Strong organizational and time management skills.
- Difficult conversation and de-escalation skills.

**EXPERIENCE/SKILLS PREFERRED**
- Positive attitude with strong leadership qualities.
- A good working knowledge of the company and products.
- Proven ability to set goals, track performance, and use data to drive results.
- Functional experience with MS Office suite and/or Office 365.
- Self-motivated with the ability to work independently and in a team environment.

**POSITION RESPONSIBILITIES**
- Support the Manager of Customer Care Groups as necessary.
- Be the first point of contact for questions and assistance from the Custom Tours team as well as the Trade Groups associates.
- Work with the teams to ensure all aspects of the sales process are in balance with the needs of the sales teams, product, and operations.
- Work with operational offices to facilitate change, sales improvement, and greater efficiencies to establish the Globus family of brands as the industry leader in the group market.
- Identify areas of performance improvement for the team and individual associates and work with the Manager of Groups to implement training, coaching and development plans.
- Meet regularly with the Manager of Groups to discuss metrics and performance.
- Facilitate huddles regularly to deliver updates, communications and identify potential pain points in the business.
- Provide guidance and support to the Custom Tour Team and your direct reports.
- Support the team to reach and exceed sales objectives and conversion metrics.
- Mentor and contribute to the positive environment of the team.
- Be a source of knowledge/resource for the team.
- Policy, procedure, and system questions
- System/Technical Questions
- Additional training as identified
- Coach & train associates regularly
- Live listen to calls & provide coaching
- Ensure team is maintaining an exceptional guest experience by ensuring travel advisors receive accurate, timely, and quality information about our tours
- Meet or exceed defined team and sales and conversion goals monthly.
- Participate in regular training to enhance your leadership skills.
- Creating and managing team schedules
- Providing coaching and evaluating performance and providing feedback, recommends ratings
- Helping to resolve associates' issues and disputes

**EDUCATION**

**ABOUT THE DEPARTMENT**

Customer Care is tasked with growing the Trade side