Agent24, Inc. Denver Colorado area
Feb 10, 2017Full time
Corporate Travel Manager Manages the day to day operation of a top corporate account. Evaluates work flow processes on all platforms to ensure productivity and performance standards are being met. Manages client relationship to grow and support current business. Responsible for managing productivity, quality and performance goals for direct reports. RESPONSIBILITIES Manage dedicated account functions to include people management and processes Serve as a liaison between the account/s and agent24 Conduct visits with existing top accounts meeting with VPs, and travel management team to assure that client expectations are being met Interview and hire call center staff Responsible for performance reviews Bi-weekly or ad hoc meetings with account Analyzes call center production performance data for trends and areas of opportunity Monitor calls and provide coaching for continual improvement Ensure compliance and develop feedback systems to promote individual success of front-line agents Coordinate with entire Operations Team to include training, account management, workforce management, customer service and sales to ensure client satisfaction Implement strategies to improve efficiency Assist with coordination the management of training events Review escalated customer service issues and provide solutions Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems QUALIFICATIONS 3-5 years Corporate Travel Management experience Excellent interpersonal skills with ability to build solid professional relationships Excellent verbal and written skills Excellent time management and organizational skills with ability to juggle multiple priorities and meet deadlines Strong travel management/supervisory background in order to effectively handle escalated customer service issues Professional extroverted demeanor able to work in a remote diverse team environment GDS system experience required Ability to adapt to rapidly changing situations, such as fluctuations in volumes, shifts, staff and special projects Ability to manage a remote workforce This is a Monday through Friday day position, however flexibility is required as we are a 24/7 operation.