Head of Remote Assistance Operations

Supervisor Operations at BCD Travel

Full time, Locations: United States, Canada (Remote)

In this role, you will be responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing assistance, and coaching. As the Operations Supervisor you will also be the primary point of contact for the team members and actively coach and develop the team to meet and exceed all performance targets.

Responsibilities

Provide leadership to a team of travel consultants

Collaborate with performance data to maximize the effectiveness of the team

Develop learning programs for closing own short- and long-term competency gaps

Provide the client with the required industry information, such as low fares, exchange costs, and penalties

Maintain knowledge of necessary regulations (DOT, TSA, passports, visas, etc.)

Monitor global distribution systems (GDS) queues daily to maintain quality control

Qualifications

Proficiency in GDS Sabre

Strong knowledge of airline ticketing, fare calculations, and reissues

Familiarity with corporate travel policies

Excellent communication and interpersonal skills to manage a team

Problem-solving skills to handle travel disruptions, escalations, and operational challenges

Customer service orientation to ensure high client satisfaction

Analytical mindset to optimize workflows and improve efficiency

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industry

Travel Arrangements

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