This position is open to remote work in the following approved states: WI, AL, AZ, FL, GA, ID, IL, IN, KS, LA, MI, MN, MO, MT, NE, NC, ND, OR, PA, SC, TN, TX, VA, WV 

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent benefits and perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Adventure Bucks to help you explore the world, remote/hybrid work, a full benefit package including medical, dental, vision, long-term disability, company-sponsored life insurance and short-term disability, tuition reimbursement, 401(k) contributions and a fully engaged leadership team dedicated to treating associates as part of the Fox Family!

Core Values

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent benefits and perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Adventure Bucks to help you explore the world, remote/hybrid work, a full benefit package including medical, dental, vision, long-term disability, company-sponsored life insurance and short-term disability, tuition reimbursement, 401(k) contributions and a fully engaged leadership team dedicated to treating associates as part of the Fox Family!

Summary

Responsible for providing positive and supportive front-line leadership to develop and maintain associates within a professional team capable of fulfilling the mission of Fox World Travel. Lead the associates to achieve the highest level of customer service expectations, revenue growth and profitability with an ultimate goal of ensuring agreed upon service level agreements are adhered to and that an exceptional quality of service is delivered to all clients. This is a hands-on role requiring experience in handling reservations for domestic, group air, online queue fulfillment, quality fulfillment, international business travel needs and working with customers and VIP clients. 

Essential Duties and Responsibilities

Due to the nature of emergency travel services, this position requires the ability to work a flexible schedule, including evenings, weekends, and holidays.

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

A day in the life of an Emergency Service Operations Manager at Fox may include:

• Conducting regular audits of associates’ reservations and call logs to ensure proper documentation of all Emergency Service bookings.
• Maintaining the associate’s schedule and proactively monitoring world airline disruptions to ensure proper staffing levels are met.
• Ensuring that members of the team are provided a platform to achieve their goals, whether developmental or role critical, by providing ongoing honest feedback, both positive and improvement related.
• Ensuring and maintaining a work environment that attracts and retains high quality employees.
• Supporting associates by taking calls and booking reservations when workload exceeds staffing levels.
• Developing new and existing associates with ongoing training and support needs as required.
• Coaching and developing associates toward achieving their professional goals by offering constructive feedback through monthly one-on-one meetings and annual reviews.
• Striving for continual improvement through training and constructive feedback.
• Always maintaining an optimum schedule and monitoring shifts to ensure proper staffing coverage. 
• When service issues are identified, recommending solutions, or escalating the matter in a timely manner for support.
• Updating knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Conducting and participating in new hire interviews and making recommendations of qualified candidates.
• Monitoring team members’ daily productivity and re-distributing work as necessary.
• Ensuring proper human resources and company processes and policies are followed. 
• Ensuring that established goals and expectations are communicated to and met by each member of the team.
• Promoting positive team reinforcement/reward and recognition.
• Timely and accurate completion of required reports and employee tracking.
• Providing assistance with departmental project management needs, such as scope creation, deadline monitoring, key stakeholder updates, creation of standard operating procedures, etc.
• Aiding in internal and external customer-facing support as needed.
• Participating in reviews with Client Solution Managers as needed.
• Executing disciplinary action up to and including termination.
• Maintaining a high level of proficiency in internal processes, technology, and Smartpoint that is being used by associates.
• Partnering with Client Solutions to build business account relationships and manage the value Fox World Travel provides to clients.
• Fostering effective communication with internal and external customers.
• Participating in manager and staff meetings to provide internal communication with staff regarding vendor and Fox related issues.
• Leading by example to reinforce superior customer service and professionalism.
• Meeting and exceeding customer expectations by managing customer service to agreed-upon levels related to telephone, quality, and productivity and providing value added solutions and recommendations. 
• Ensuring that internal expertise is utilized within your team (knowledge management) with a focus on peer to peer, rather than always top-down coaching to support a team environment.
• Maintaining a high level of availability and responsiveness to staff needs. Providing the primary leadership role for any support needed for phones, system connectivity, and other related issues/concerns.
• Maintaining a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

Knowledge, Skills, Abilities & Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Knowledge, Skills and/or Abilities

This opportunity might be for you if you have:

• At least 5 years’ progressive corporate travel experience.
• Proven ability to lead and coach successfully; prior managerial experience of at least 2 years. 
• Some post-secondary education in Business Administration, Management or related field preferred.
• International experience required.
• GDS proficiency, Travelport Smartpoint.
• Ability to work evenings, weekends, and holidays as scheduled.
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment.
• Strong knowledge and demonstrated proficiency of all Microsoft Office Applications.
• Advanced experience in all facets of business travel centers to include support functions, group air reservations, domestic and international reservations, thorough understanding of front, mid and back-office functions, processing exchanges, and online queue fulfillment.
• Ability to work effectively in a team environment.
• Ability to gather and analyze statistical data, generate reports, and to plan, coordinate and administer complex administrative systems and processes.
• Ability to work flexible hours. 
• Ability to communicate with confidence and create a credible impression.
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly.
• Ability to develop strong trusting relationships to gain support and achieve results.
• Self-motivation; demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic.
• Excellent attention to detail and accuracy.
• Exceptional interpersonal and organizational skills.

Key Competencies

You’ll love this job if you have:

• Personal effectiveness/credibility.
• Organizational, planning and research skills.
• High level of communication proficiency – verbal and written; appropriate use of grammar.
• Information gathering and analytical skills.
• Strategically oriented; ability to collaborate.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy.
• Comfort level to deal with highly complex situations.

Regular business travel with overnight stays may be required for the following (but not limited to): training events, meetings, and/or to visit Fox World Travel locations.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.

While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus.  

The incumbent may occasionally be required to lift up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets. 

For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job;

extended hours may be necessary from time to time. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, and a keyboard.

We acknowledge that attracting and retaining the best talent is key to our strategy and success as a company. As a result, we strive to structure competitive compensation offers to ensure we are able to attract the best candidates. The estimated base pay range for this position starts between $59,000 and $80,000 annually, less applicable withholdings and deductions, and is paid on a bi-weekly basis. The salary range provided represents our good faith estimate as to what our ideal candidates are likely to expect. We structure our offers within the range based on location, experience, education, industry knowledge, technical and communication skills, market conditions, and other factors that may prove relevant during the interview process.

Eligible positions may receive additional incentive or commission, as outlined in applicable program details.

Each benefit is subject to eligibility requirements as specified in plan documents, and Fox World Travel reserves the right to modify the benefits it offers.

If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.

Fox World Travel, the best place to work, grow & succeed! Join The Fox Family today!

Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

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The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.