Director, Agent Operations and Management

  • Conlin Travel
  • Ann Arbor, MI, United States
  • Mar 20, 2017
Full time Director of Operations Executive Team Operations manager

Job Description

Position Overview

The position of Conlin Travel Director of Agent Operations and Management is to lead the team of corporate agents and the operations of the department to develop and grow the environment for long term success.  The position is full time working locally at our Ann Arbor, Michigan   Additionally, this role will be vital in working within the Client Services Division to jointly build a successful customer retention environment with other key areas within Conlin Travel with the goal of long term, prosperous customer relationships. The Conlin Travel Executive Team looks forward to supporting the Director by providing a work environment that is collaborative, positive and challenging. We look forward to new ideas on how our knowledgeable agent staff will work together towards the overarching goal of positive customer experience that drives account retention.

Duties and Responsibilities

Agent Management: In this role, the Director will be in charge of the day to day management of our agent staff, both onsite and virtual, as well as oversee the growth of each individual staff member with alignment to goals.


  • Provide leadership coaching to develop team as a cohesive unit with quarterly and yearly goals and initiatives.

  • Provide an environment that supports yet challenges staff and fosters knowledge-sharing across all areas of Client Services

  • Develop individualized program of agent staff, unique skill sets, strengths and challenges to best optimize their contributions.

  • Oversee agent training needs, growth and adoption of key tools, methodologies and processes.

  • Effectively and sustainably communicate department and company goals to the agent staff and develop initiatives to generate excitement of common goals.

  • Develop, oversee and measure the departmental goals as well as individual goals.

  • Provide day-to-day management of the department which includes call flow, work flow, escalations, reporting, vendor management and supervisor oversight.

  • Develop the Agent Department as a channel of retention that works to stand above the industry through use of outstanding service, reliable communication, consistent message of brand and ongoing improvement.

Agent Operations: In this role, the Director will oversee the mechanical side of the Agent Department which includes the GDS, the optimization of the agent tools and vendor programs and align those to maximize various revenue channels.


  • Work with Finance to develop long term profitability metrics for agent staff

  • Work with COO to create measurable goals and benchmarks

  • Evaluate tools to determine feasibility, use cases, ROI and cost/benefit, develop programs for agent use and provide measurement on success

  • Evaluate revenue opportunities with executive staff, develop programs for agent use and provide measurement on success

  • Provide cross-support to Technical Services on quality control initiatives, goals and adoptions

  • Work within the Client Services Division to develop tool improvements, efficiency opportunities and continuous improvements

  • Commitment to customer service through efficiencies and agent knowledge


General Requirements

  • Excellent interpersonal and communications skills, display professional workplace etiquette, attire, and timeliness

  • Ability to multi-task and work independently and under pressure

  • Demonstrate ability to shift direction in response to changing work situations

  • Experience in Microsoft Office program

  • Maintain accountability for all job requests

  • Must be able to read, write, and communicate fluently

Preferred Qualities

  • Ability to interact, communicate and manage 30+ different individuals working as a team

  • Sound knowledge of client retention practices

  • Five year of working in or with a travel agency agent department or a customized service oriented call center



Job description is not intended to be all-inclusive. Employee may perform additional related duties as negotiated to meet the ongoing needs of the organization and dependent upon the changing needs of Conlin Travel, Inc.

Salary Range


Salary Frequency





Minimum Travel Experience Required


Manage Others?