The Travel Service Manager oversees a team of Travel and Lead Travel consultants and has overall accountability for the success of their teams performance. They have overall responsibility for supporting the goals of Navan whilst retaining a best in-class degree of service focus and a culture of inclusion, trust and team spirit.
Travel Service Managers lead, direct, motivate, challenge, develop and monitor their team towards our service philosophy:
We are providing industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.
What You’ll Do:
- Ensure your team is developing through regular review of interactions, coaching sessions and 1:1 meetings
- Have an in depth understanding of travel consultants daily responsibilities by conducting email, voice and chat interactions
- Perform Quality Evaluations on travel consultant interactions, effectively interrogating travel bookings (in travel tools) and requests to ensure standards of service are consistently excellent
- Monitor and highlight any errors, ensuring you are providing constructive feedback and coaching consultants on preventative actions
- Regularly review consultant and team performance metrics to identify areas of opportunity in critical core competencies and provide feedback
- Monitor contact queues and SLA performance to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
- Communicate with clear expectations to ensure agents are self-driven and motivated to meet and exceed the expectations of their role
- Partner with all cross functional teams to address agent errors and learning needs and suggest ways to improve consultant performance.
- Manage any escalations and customer communication and own all customer issues through to completion
- Participate in various projects to help develop, guide, and implement effective processes that will have a successful impact on service delivery and results.
- Work with Operations & Service Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics.
- Ensure their team is globally aligned to organization expectations, quality, performance and behaviors through team meetings.
- Lead consultants through change as an active change agent, encouraging their feedback and ensuring they are clear on how changes impact their roles.
- Support in consultant recruitment and new starter inductions to ensure team consistency.
- Highlight and manage any employee performance concerns, escalating to People Success/Senior Leadership where necessary.
- Monitor and identify processes or procedures impacting team productivity
- Cascade travel industry updates and changes to your team with confidence and knowledge
- Successful completion of all training requirements
What We’re Looking For:
- 7+ years sound Travel Industry knowledge & experience.
- 5+ years progressive leadership experience in a TMC/ travel industry contact support center environment, ie Agent -> Lead -> Supervisor.
- 3 years travel industry experience at the Manager level (managing team consultants, leads, supervisors etc).
- Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes.
- Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc).
- Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer service and promote high customer engagement through all interactions.
- Ability to build relationships and motivate people and teams, creating a knowledge sharing attitude whilst encouraging engagement.
- Proven mentor and motivator with a clear understanding of the travel service requirements, customer base, and challenges facing a fast-growing company.
- Excellent organizational skills & interpersonal skills.
- Excellent, professional written and verbal communication skills, presentation and facilitation skills
- Ability to work independently and effectively as part of a team
- Business analytics - Data driven with the ability to apply and use data analytics to gain deeper, real-time insights into agent performance and trends
- Results driven and proactive with ability to own and execute area of responsibility with excellence
- Technically proficient in all Navan technology and supplier tools
- Demonstrate ability to make effective use of available resources to complete tasks to agreed timelines
- Leading by example at all times
- Solid business acumen
- Flexibility to work non-traditional shifts where required