Supervisor Travel
2 weeks ago
**Supervisor, Travel**
**Who are we?**
Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of
**Collaboration - **We work as one team to delight our customers and build strong relationships, that last.
**Integrity - **We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus.
**Leadership - **We are empowered to take the initiative - to proactively deliver on our partners unique needs and help drive our company’s growth.
**Ownership - **We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments.
**Creativity - **We provide innovative, flexible solutions that lead us, and our partners, into the future.
**Community - **We value each other and work together to have a positive impact on the world around us.
**Fun - **We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace.
**What is the opportunity?**
**What will you do?**
- Supervise a team of Travel Customer Support Associates and Team Leads
- Provide 2nd level backup and technical support to the team
- Develop and maintain excellent rapport with Associates and Team Leads to facilitate super performance
- Prepare reports for the Operations Manager as required
- Serve as escalation point for tickets, exchanges and schedule changes
- Responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels
- Accurately collect and input data related to customer and team interactions, productivity and issue resolution to meet business reporting and analytical requirements
- Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
- Communicate updates to programs, policies, procedures and initiatives to team on a timely basis
- Assist with front and/or back-office customer service needs as required
- Responsible for team’s meeting of SLA targets
- Other duties as may be assigned
**What will you need to succeed?**
- Minimum 5 years working experience in Sabre or Amadeus systems; Sabre and/or Amadeus training certificate is preferred
- 3+ years proven experience in a supervisory position
- Diploma from an accredited Travel and Tourism program required
- Working knowledge of Microsoft Office / Word / Excel / Outlook
- Excellent verbal and written communication skills, proficiency in French an asset but not required
- Independent, fast learner who works well within a team environment and willing to accept feedback
- Exceptional knowledge in every facet of the travel sector
- Ability to handle difficult or sensitive situations and skilled in conflict resolution, meeting the needs of both the customer and the business
- Superior inter-personal skills, proactive with a strong desire to coach, train and build skillsets to enhance team’s capabilities and maintain quality in all aspects of work
- Proven time-management skills with the ability to work effectively and meet all deadlines
- Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough
- Must successfully complete initial training before handling customer interactions; you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
- Varied rotating shifts, Monday to Friday 8am to 10pm EST and Saturday 8am to 8pm EST comprising 40 hours per week, full-time, permanent
**What is your day going to look like?**
- Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
- Monitor individual and overall team’s performance and address issues as appropriate
- Coach and mentor team members as needed to enhance and achieve top performance
- Prepare material for business reporting and analytical purposes
- Participate, as required, on client meetings
- Assist QA and Scheduling departments in Quality and Scheduling initiatives
Accommodation will be provided in all parts of the hiring process. Applicants are required to make their needs known in advance.
**Job Types**: Full-time, Permanent
**Salary**: $50,000.00-$55,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Application question(s):
- Do you have a minimum 5 years working experience in Sabre or Amadeus systems; Sabre and/or Amadeus training certificate is preferred
**Experie
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