VZT Employment Opportunities

Corporate Team Manager

 

Position Summary

Van Zile Travel (VZT), a well respected, nationwide, travel management company known for its unparalleled, high touch, service-first approach to meeting customer needs, is seeking a Corporate Team Manager responsible for overseeing the company’s team of agents to meet rigorous VZT customer service standards. The role of the Corporate Team Manager is both managerial and operational in nature and encompasses the following:

·         Providing guidance and mentoring to all agents through daily monitoring, evaluation
      and ongoing feedback

·         Ensuring that the right processes and systems are in place and being adhered to
      (i.e., maximizing efficiency and effectiveness)

·         Delivering results consistent with the company’s strategic goals and objectives

The Corporate Team Manager reports directly to the Vice President of Corporate Operations.

 

Primary Responsibilities

·         Supervise the company’s agents on a day-to-day basis; provide focus and direction

Þ     Promote an atmosphere that is positive, open and respectful

Þ     Consistently advance the mission and vision of the department

Þ     Coordinate corporate departmental briefings/meetings

·         Interview, train, mentor and develop talent; terminate employees, as necessary

Þ     Manage all long-range development plans and performance appraisals

Þ     Promote maturity within the department to elevate each individual agent

·         Facilitate all departmental staffing and scheduling to ensure call volumes are met

Þ     Monitor the daily work flow and “even out” as necessary.

Þ     Reallocate staff resources, when needed

Þ     Process time sheets and time off requests

Þ     Coordinate department fam trips and teambuilding events

·         Maintain high quality service levels by managing team productivity, efficiencies and objectives to guarantee world-class customer service

Þ     Monitor phone calls on an ongoing basis for quality assurance

Þ     Provide feedback and supply the right tools/resources to enable success

Þ     Assist in solving client emergencies and problems, when necessary

Þ     Ensure proactive, best-in-class performance and responsiveness of agent team

Þ     Handle escalated and manager-requested calls if/when the Business Account
     Manager is unavailable

·         Proactively conceptualize, implement and monitor improvement processes to ensure a competitive advantage and guarantee customer satisfaction

Þ     Act as the interoffice liaison between front- and back-office teams (e.g., agents, accounting, technology)

·         Assist the Account Management team on implementation of new accounts

·         Communicate/coordinate with after-hours service team and ensure that the process
      is running smoothly and that ample coverage is provided

·         Assist with vendor negotiations

 

Education, Experience and Skills Required

Experience

·         Minimum of a two-year degree in marketing, business administration or a related field

·         Four or more years in a management position in a service-oriented environment
      (e.g., call center, customer service center)

·         Knowledge of the travel industry and/or agencies beneficial; must be able to come
      up-to-speed quickly on internal computer systems (e.g., Amadeus, GDS)

Knowledge and Skills

·         Experience in hiring and building an effective customer service team

·         Demonstrated ability to coach and lead a team to successfully achieve goals

·         Able to promote an atmosphere that is positive and open, where agents and
      management have mutual respect for one another

·         Superior skills in Customer Relationship Management

·         A dedication to Quality and Continuous Improvement; able to think critically, analyze department processes and solve problems

·         Excellent organizational, interpersonal, communication and influencing abilities

Þ     Able to motivate and inspire employees as well as discuss challenges/problems/ concerns in a productive manner

·         Positive attitude; able to look at both sides of any situation before reacting

·         Well organized with effective use of time management techniques to prioritize
      activities

·         Action-oriented, diligent and proactive; continuously displaying a sense of urgency

·         Full-time with the ability to come in early or stay late, as required

 

Submit a resume, along with compensation requirements, to Rebecca Mineo: rebecca@vanzile.com. Only candidates with clearly outlined compensation requirements will be considered. No phone calls please.