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Travel Service Delivery Manager

2 weeks ago

NiagaraontheLake, Ontario, Canada International SOS Full time $90,000 - $120,000 per year
Travel Service Delivery Manager

*Must be located in Ontario

*Must have the following skillset: TICO Certification and GDS Experience

As a Travel Service Delivery Manager, you will lead a high-performing team of Travel Advisors in a dynamic call center environment. 

Your mission is to ensure exceptional customer service delivery while meeting and exceeding key performance indicators (KPIs) and contractual obligations.

This role requires strong leadership, operational expertise, and a passion for continuous improvement.


Key Responsibilities

Performance Management & KPI Achievement

•    Drive team performance to meet/exceed KPIs, SLAs, and client expectations.

•    Monitor metrics such as AHT, FCR, NPS, and CSAT to identify trends and improvement areas.

•    Develop and execute action plans to close performance gaps.

•    Provide consistent feedback through coaching, huddles, and reviews.

Team Leadership & Development

•    Inspire and lead Travel Advisors to deliver outstanding customer experiences.

•    Foster a collaborative, inclusive, and growth-oriented team culture.

•    Mentor and develop high-potential team members.

•    Host regular team meetings to align goals and celebrate achievements.

Operational Excellence

•    Manage daily operations including call volume, ticket flow, and service levels.

•    Identify and resolve operational bottlenecks proactively.

•    Maintain and enforce service delivery policies and procedures.

•    Partner with Training, QA, and Workforce Management to optimize processes.

Escalation Management & Client Relations

•    Serve as the escalation point for complex customer issues.

•    Ensure alignment with client programs and expectations.

•    Build strong relationships with clients and internal stakeholders.

•    Provide performance updates and strategic insights regularly.

Recruitment & Retention

•    Participate in hiring and onboarding of Travel Advisors.

•    Implement retention strategies to reduce turnover and boost engagement.


Coaching & Continuous Improvement

•    Deliver ongoing coaching to enhance team performance.

•    Conduct QA reviews to identify training opportunities.

•    Lead by example with professionalism and a commitment to excellence.

Strategic Initiatives

•    Collaborate with leadership on initiatives to improve efficiency and satisfaction.

•    Stay current on industry trends and emerging technologies.

•    Represent the team in cross-functional projects focused on customer experience.

Administrative Duties

•    Enforce company policies fairly and consistently.

•    Maintain accurate records of performance, attendance, and other metrics.

•    Support additional tasks as needed to ensure team success.

Required Competencies

•    Understands and supports senior leadership organizational point of view.

•    Ability to alter approach and style depending on audience / can read nuances of situation.

•    Actively listens to others' questions and concerns.

•    Ability to understand, analyze and present data in a clear/concise manner.

•    Able to communicate ideas/findings effectively and gain buy-in from team members and other departments.

•    Ability to evaluate own strengths and weaknesses and continuously strives to improve self.

•    Able to successfully manage through multiple simultaneous demands.

•    Demonstrated ability to be a change manager and leader.

•    Ability to allocate staff to deliver optimal contractual results.

•    Able to initiate/build cross-functional relationships.

•    Works to remove obstacles and recognizes successes by leveraging strengths of team members.

•    Leverages relationships at all levels in the organization to collaborate, pool resources, share issues and eliminate boundaries.

•    Creates strong morale to drive results and excellence in productivity.

•    Partner with cross-functional units to ensure effective execution of business strategies and goal alignment.

•    Maintains strong relationships with QA, Training, Operations Support, HR, and IT teams as it pertains to day-to-day activities.


Required Work Experience


•    5+ years progressive management experience in a people management role, preferably in a contact center / customer relationship center.

•    Experience running successful travel-based programs strongly preferred (air and hotel).

•    Experience managing in a business-to-business working model.

•    Excelled in a fast-paced environment with many moving pieces and has led through change and transformation.


Required Qualifications

•    Bachelor's Degree or equivalent work experience required.

Required Languages

•    English

Travel / Rotation Requirements


•    Schedule may vary according to business needs.


Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.