Solutions Travel is a forward-thinking Travel Management Company dedicated to providing innovative travel solutions. As we continue to grow, we are seeking an enthusiastic and customer-centric individual to join our team as a Supervisor, Global Operations. This role is pivotal in ensuring the success and satisfaction of our Operations team and our customers by delivering responsive, exceptional service, and support. Solutions Travel delivers service that makes a difference, and where going the extra mile is the standard.  

 The Supervisor, Global Operations position requires an experienced, tech-savvy travel leader with strong customer service, communication skills, and travel expertise.   

Primary Responsibilities:   

1) Day to day supervision of the travel advisor team 

a. Real time monitoring omnichannel communication 

b. Escalation for issues and questions 

c. Queue management and task distribution 

d. Customer resolution search 

e. Provide back-up assistance during high volume 

2) Operational supervisory administration 

a. Optimizing scheduling and staffing levels 

b. Quality assurance

c. Training and process development 

d. Special projects, requests

3) Relationship Building

a. Build and maintain traveler relationships, most importantly trust. 

b. Consistently demonstrate thorough knowledge of clients travel program, policy, travelers, and unique features. 

c. Develop strong rapport with supplier partners and always maintain a high level of professionalism

d. Exceed service level targets and track KPI’s 

e. Ensure client and customer objectives are being met 

· Minimum of 5 Years Corporate Travel operational experience required. 

· Minimum of 3 years Supervisor or Management experience required. 

· Team scheduling optimization management.

· Expertise in Omni-channel Telephonic systems – Phone, Email and Chat 

· Thorough knowledge Sabre GDS?and online booking tools. 

· Technology savvy and open minded to a new travel ecosystem. 

· Expertise in Travel Management Company Mid-Office systems.? 

· Knowledge of Travel Management Company Back-Office systems? 

· Competency in Microsoft products; Word, Excel, PowerPoint? 

· Ability to work nights and weekends, as needed. 

· Industry knowledge a plus (understanding of different booking channels, etc..).

· Ability to multi-task and manage omni-channel communication flows. 

· Strong communication and interpersonal skills.

· Understands and adheres to the sense of urgency required for corporate travel. 

· Problem-solving abilities and a customer-first mindset.