Manager, Ita Support

2 weeks ago

Québec, Canada Direct Travel Full time

**Responsibilities**
- Supports and adheres to DT’s philosophy, policies, procedures, corporate goals, and department goals
- Manages activities of business operation to ensure profitability and quality
- Encourages necessary training and staff development
- Be up to date with industry and DT tools to best serve the customer
- Monitors performance against SLAs and takes steps and adjustments as necessary to maintain contract requirements and DT profitability
- Monitors trends and patterns in agent and team performance to identify problem areas and takes immediate corrective action for continuous improvement
- Works across teams and account management to identify a clear understanding of client needs
- Balances the needs of clients and the company in effectively resolving issues and complaints
- Provides information, tools, and coaching to the front line and or supervisory staff to create an engaged workforce
- Reviews Profit & Loss and other reporting tools where available for upgrades on business performance
- Develops and maintains communication with teams to ensure knowledge of progress, gaps in performance, and link of individual contributions to overall business objectives
- Initiates projects and makes recommendations to improve the profitability of the operation
- Collaborates with other Operations Managers in other regions to share best practices, identify opportunities for improvement, and work together to better serve the customer and engage the workforce
- Actively participates in monthly and quarterly meetings with accounts
- Maintains knowledge of current industry events, changes, and new development in the travel industry
- This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position

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