Corporate Team Supervisor en Safe Harbors Business Travel

Description

Primary Objective

Support the leadership team's vision for providing exceptional travel services to corporate clients. The Corporate Team Supervisor is responsible for recruiting, training, and developing a high-performing team of travel agents while ensuring consistent service quality, operational efficiency, and maximum revenue generation. This role requires deep knowledge of client accounts and their corporate objectives, the team's agents, the technology and tools used, and the contracts and services offered. While the Supervisor should be able to book travel as needed, this is not the primary focus of the role.

1. Agent Training & Development

Agent training is the top priority of this role. The Supervisor is responsible for building a knowledgeable, skilled, and confident team.

Onboarding & Ongoing Training

• Recruit experienced travel agents and train new agents in the industry; design and maintain structured onboarding programs.

• Ensure all assigned staff are trained in the use of scripts and QC routines, as well as efficient use of queue, email, and calendar strategies.

• Train agents on all client workflows, GDS systems, airline contracts, and specialty fares (humanitarian/mission).
• Communicate and train on new procedures and new technologies as they are introduced, collaborating with Operations and Technology leadership as needed.
• Design a clear daily routine for agents to follow to ensure consistency and productivity.

Performance & Skill Development

• Identify agent weaknesses and develop individualized plans to build efficient work habits and strong customer service skills.
• Ensure job descriptions and performance expectations are clearly communicated to all assigned staff.
• Provide constructive, ongoing feedback to agents to maintain consistent service levels measured against our Key Performance Indicators (KPIs).
• Prepare and conduct annual agent performance reviews; monitor and review agent productivity against established goals on a monthly basis.
• Conduct periodic phone monitoring to ensure phone protocols are followed and service levels remain consistent.

2. Team Management & Operations

Day-to-Day Supervision

• Set expectations and monitor that agents develop deep familiarity with each client's culture, travel patterns, and key employees.
• Monitor travel inboxes and agent workflow and provide assistance when necessary.
• Design and maintain client-specific workflows for the team to follow.
• Recognize and plan for seasonal fluctuations in client demand; assign projects during slower periods.
• Conduct as-needed status calls with agents covering productivity, customer service issues, product offerings, and client updates.
• Conduct monthly team meetings; prepare and share the agenda and meeting notes with the VP of Operations.

Customer Service & Issue Resolution

• Foster a professional, supportive environment for the team.
• Attempt to resolve customer service issues at the team level before escalating to senior leadership.
• Engage in effective problem-solving and procedure design with third-party vendors (including SABRE and 24/7 emergency services).

Revenue & Contract Management

• Manage fees and commissions to maximize revenue.
• Communicate, describe, and disseminate frequent airline contract updates and commission changes so that agents can offer clients the best available options and maximize commission revenue.

3. Collaboration & Communication

• Work closely with all internal departments, including Accounting, Account Management, Technology, and Business Development.

• Communicate client needs and issues with Account Management proactively.
• Communicate needs and issues with travel vendors.
• Collaborate with other team leaders to solve problems by sharing resources, technology, and knowledge.
• Participate in and contribute to monthly meetings; share agendas and meeting notes with the VP of Operations.
• Make effective use of company resources and share resources with other divisions.
• Assess the markets in which corporate accounts operate to ensure the right contracts and services are available.

4. Travel Booking Support

While not the primary focus of this role, the Agent Team Supervisor should maintain a working knowledge of travel booking in order to support agents, cover during high-volume periods, and credibly coach team members.

• Maintain proficiency in GDS systems sufficient to assist agents and provide training support.
• Step in to book travel for clients as staffing needs require.
• Stay current on airline, hotel, and vendor offerings to effectively guide agent recommendations.

Requirements

• 5+ years of experience in the travel industry.
• 5+ years of supervisory or management experience (or equivalent).
• Extensive knowledge of travel processes, GDS systems, and corporate travel programs.
• Demonstrated ability to hold their team accountable, train, coach, and develop travel agents.
• Demonstrate the ability to train, coach, and develop support agents that can remove laborious low-revenue tasks from agents and foster them into full-service agents.
• Excellent customer service skills with a client-first mindset.
• Strong oral, written, and verbal communication skills.
• Proven ability to problem-solve and design effective procedures.
• Familiarity with travel management tools, contracts, and vendor relationships preferred.