Team Lead- Customer Experience Travel- West COAST HOURS

  • Travel Staffing Group
  • Remote
  • Nov 07, 2022
Full time Call Center Management Sabre Specialist Team Leader Travel Manager Travel Supervisor VIP Corporate Agent Relationship Support

Job Description

**** These are WEST COAST HOURS******** If on EAST COAST they will be 12 to 9 PM 

As a crucial member of our Customer Experience Team, based out of USA. We are looking for a Team Leader who has the skills and desire to support the team to perform at the very best of their ability. As we scale the business, we are looking for a team member who can adapt to the changing landscape in our industry and TMC

You will project a positive attitude with diplomacy, creativity, confidentially, problem-solving and praising achievement, and be passionate about sharing your knowledge. 


Your typical day - 

  • Be the first point of contact for the Customer Experience Team and raise anything back to the CE Senior Manager. 
  • Work effectively to ensure smooth operations for the team and clients, and promptly escalate issues to TMC departments where further investigation is required. 
  • Monitor our technology platforms stats to ensure client requests are actioned in a timely manner and ensure fair team workload. 
  • Collaborate with other departments when needed. 
  • Lead weekly CE team meetings and get action items to discuss and publish notes. Organize rota for maximum team coverage for our global clients, arrange coverage where required. Communicate to the team regarding scheduling breaks, sickness etc. 
  • Take an active role in identifying areas to improve our processes and making sure team processes are kept up to date. 
  • Any additional tasks/projects advised by Senior Manager 
  • Aid in the resolution of customer service issues. 
  • Continuous review of individual team members. 
  • Contributing to the team's continual learning and upskilling. 
  • Capable of multitasking and staying focused and organized. 
  • In TMC Global hybrid environment, communication skills are essential.
  • Someone who can work independently and as part of a team. Must have strong oral and written communication skills; must be a good listener. 
  • Must be extremely well-organized, able to multitask and prioritize. 
  • Need a positive attitude, attention to detail, patience, and persistence. 
  • Manage the team fairly and consistently. 

Administrative duties associated with the position which include but are not limited to new hires, reports, reviewing new clients, team training, monitoring new team members and their workflow. Flexibility with shifts and in-office visits will be required. 

Readily available during off hours for internal meetings, escalations, team and client issues. Working with other CE Team Leaders in other regions to achieve the above. 

With the above additional duties, you will continue to provide full service travel arrangements to our clients.


Your experience and skills

  • Excellent use of Sabre.
  • Additional bilingual language proficiency in one or more of the following languages is a plus: German, French, Portuguese, Swedish, Norwegian, Italian, Spanish or additional languages.
  • Stellar communication skills in English.
  • 10+ years experience as a business travel agent, preferably supporting Fortune 1000 clients.
  • Master of crafting complex corporate travel itineraries. 
  • Solid computer skills and the ability to seamlessly navigate multiple tools and systems.
  • A passion for customer satisfaction and providing high touch, white-glove support.
  • Proven ability to work with a wide range of internal and external stakeholders, including vendors.
  • Flexibility to work shifts on a rotating basis and extended hours as needed.
  • Previous experience in leading a team, creating work schedules, handling complaints.


GDS Required

Sabre, Amadeus

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Minimum Travel Experience Required


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