Supervisor - Travel Customer Service and Sales

START YOUR NEXT JOURNEY WITH CAA NIAGARA:
This position is in-office, frontline supervisor focused on ensuring coaching and motivating for performance.

COVID-19 VACCINATION EMPLOYMENT REQUIREMENT:
As we play a strong role in our community and in keeping our employees, members, customers and community safe, as per our vaccination policy, all employees, including new hires, must be fully vaccinated against COVID-19.

Position Summary

As the Travel Supervisor, you have a passion for travel, relationship management, sales, and coaching team members to deliver exceptional customer experiences.

Primary

**Responsibilities**:
EMPLOYEE & CUSTOMER EXPERIENCE
- Lead with strength, fairness and integrity to a team of Travel Consultants and Travel Clerks
- Accountable for member interaction experiences with the ability to handle escalations from members, employee’s and/or suppliers
- Administer and manage performance reviews, attendance, employee 1:1 meetings, schedules, and disciplinary measures where required
- Report and monitor performance KPI’s (sales targets and otherwise) for Travel department and present ongoing operational excellence strategies. Present sales targets and budgets achievements.
- Implement and ensure adherence of CAA Niagara policies, processes, and standard operating procedures
- Own the onboarding and training function of new Travel employee’s, effectively delegating the administering of training where applicable
- Suggest and plan employee participation in FAM’s (familiarization trips) and own employee approvals and scheduling
- Responsible for assessing trends and coaching on Customer Surveys (Medallia) results (Net Promoter Score, Customer Satisfaction), ensuring quality excellence from team members.
- Roll-out initiatives to Travel team to strengthen employee engagement
- Support the Associate Director, and peers, on future goals and projects within CAA Niagara

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

**Qualifications**:

- Strong communication skills, with the ability to interact and connect with employees and peers
- Ability to work under pressure and adaptable to change
- Proven ability to facilitate the collaboration of people and cross functional groups
- Thrives in a collaborative environment, with a determination to find the best solution for the team
- Creative professional who exemplifies Teamwork, Service Excellence, Integrity, Respect & Inclusivity
- Demonstrated leadership with the proven ability to effectively coach and support a team
- Results oriented with a strong customer-focused attitude

Education & Experience
- Post Secondary education in Travel Tourism, Operations Management, Sales Management, or equivalent work experience.
- 3+ years of experience as a supervisor/manager of high-performing teams.
- Travel and Tourism experience is preferred.
- TICO designation is required

Working Conditions
- Working in an office environment with frequent interruptions
- Frequent travel expected, primarily within the Niagara Region to all five (5) of CAA Niagara locations
- Occasional work outside regular business hours
- Occasional requirement to attend/participate at events outside of the Niagara Region (up to 5%)

BONA FIDE OCCUPATIONAL REQUIREMENTS: Must be able to obtain and maintain TICO

CAA Niagara values diversity in our workforce, as well as in our members, suppliers and others. We provide equal employment opportunity for all applicants and Employees and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.