Gant Travel Remote or Virtual Position
Dec 15, 2016Full time
Mission Statement The Travel Operations Director will be responsible for a global virtual workforce consisting of travel agents, customer support agents and online support specialists. This leader must embrace innovation and foster a positive and professional work environment through servant leadership. Key Responsibilities Inspires team to provide a “Best in Class” customer experience. Manages Key Performance Metrics for the organization. Manages performance of direct reports (Travel Supervisors) and down line team members (Corporate Travel Consultants, Customer Support Desk Personnel). Provides reporting, analytics and data analysis to organization regarding travel operations. Works directly with account management to manage customer relationships and deliver on contractual obligations. Works directly with support organizations and peers to provide a “Best in Class” customer experience. Ensures proper human resources and company processes and policies are followed. Effectively manages and controls expenses, sets and monitors performance to budget. Ensures proper allocation of expenses on monthly financial reports. Manages change through the development, support, and/or coordination of new process/procedures. Implements company standard operating procedures. Delivers results in all goal areas.• Implements continuous process improvement throughout the operation. Meets/exceeds profit and loss targets. Maximizes profitability while minimizing costs. Meet and exceed customer expectations by managing customer service to agreed-upon levels related to telephone, email, quality, and productivity and by providing value added solutions and recommendations.