BCD Travel Manager, Center of Learning in Atlanta, Georgia

Job Summary

The Manager - Learning Center Operations is responsible for creating an engaging, positive and developmental work environment, supporting new employees to BCD Travel and the travel industry. This position is key to the further development and enhancement of the Travel Consultant Program for BCD Travel.

This position is responsible for providing daily operational support and building the individual's skills through on-going training and coaching, ensuring each individual is meeting their key performance metrics and goals. It is expected that the Manager - Learning Center Operations pro-actively diagnose and address any performance and skill development needs and will provide company communications, coaching, recurrent training, career development and encouraging social interactions.

The Manager will collaborate and partner with Account Operations management to help ensure the success of each employee for their key performance metrics, account-specific activities (processes, team meetings, etc.) and collaborate to develop comprehensive improvements plans.

Responsibilities

  • Support and communicate company vision, initiatives and goals
  • Creates a positive work environment
  • Strong understanding of how the new employees understand and support company goals and initiatives
  • Leads change efforts, positively positioning and managing information and communication
  • Determine, develop and encourage team members to interact with others through company social networks
  • Reviews and aligns with Account Operations Management performance against goals and supports initiatives to improve the performance of the operations against goals (KPIs, error reduction, call monitoring results, etc.)
  • Supplements monthly call monitoring to ensure delivery against the Service Excellence and account expectations and identifies any skills and knowledge gaps
  • Reviews servicing metrics; seeking and implementing improvements and ensuring goal levels are met
  • Provides direction to the team for improved traveler satisfaction
  • Build and develop a world class team
  • Provides support to team members on their job responsibilities and coaches team members for improved performance and career planning
  • Provide on-going support, coaching and development to team members through answering questions, daily touch bases, responding to ad hoc questions and arranging regular team meetings
  • Collaborates with the Account Operations Manager to identify and create development plans for improved performance
  • Oversee and manage on-going training needs
  • Assists team efforts and provides direction to the team to move market share to BCD Travel preferred suppliers
  • Collaborates with Account Operations Management to establish and reach goals to maximize the effectiveness and efficiency of the team members
  • Identify, provide and execute plans, collaborating with other BCD Travel teams when appropriate, to improve and enhance the Travel Consultant Program
  • Responsible for all assigned administrative tasks, related to the interns and the center
  • Identify and communicate risks, issues and benefits to the Account Operations management as applicable
  • Maintains and seeks expansion of current knowledge of various industries (Travel Management, Account Management, Contact Center Operations, etc.) and technologies

Qualifications

  • Bachelor degree, or equivalent work experience
  • Minimum of five (5) years corporate travel experience
  • Prior managerial experience of 2-3 years
  • Proven track record of successfully on boarding new employees
  • Proven track record of plan execution within established deadlines
  • Thorough knowledge of the travel industry, fares and markets
  • Knowledge of specified GDS(s)
  • Thorough knowledge of travel agency operations
  • Knowledge of word processing, spreadsheets, presentation, and email software
  • Ability to travel

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled