CI Azumano - Operations Manager, Government
Requirements
• High School Diploma or GED • 5 or more years of corporate or government travel consulting experience • Excellent communication and presentation skills with technical and non-technical users across different levels of the organization • Strong knowledge of Worldspan and SABRE • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Responds well to questions; Participates in meetings. • Cost Consciousness - Contributes to profits and revenue. • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. • Professionalism - Reacts well under pressure; Follows through on commitments. • Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance • Quantity - Meets productivity standards; Completes work in timely manner.
Responsibilities
• Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement. • Serve as a problem-solving resource and trainer for team members. • Ensures that the Team Leads perform required agent call monitoring on a monthly basis. • Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs. • Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts. • Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner. • Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability. • Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer. • Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services. • Provide required reports to clients on a monthly basis. To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.
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