Manager, Travel Services - English Speaking

Accountabilities: You will take overall responsibility for your team's performance, development, and service delivery while ensuring alignment with operational objectives and customer expectations. Your responsibilities will include: Lead, motivate, coach, and develop Business Travel Consultants through regular one-on-one meetings, performance reviews, interaction monitoring, and structured feedback. Maintain a thorough understanding of consultants' daily responsibilities by reviewing email, voice, and chat interactions. Conduct quality evaluations of customer interactions and travel bookings across relevant travel tools to ensure consistently high service standards. Identify errors and performance gaps, provide constructive feedback, and coach consultants on corrective and preventive actions. Monitor individual and team performance metrics, identify improvement opportunities, and support the development of critical service competencies. Oversee contact queues and service-level agreement (SLA) performance, ensuring operational targets are achieved. Prepare and communicate weekly and monthly performance reports, highlighting team results and areas requiring attention. Manage customer escalations and ensure issues are followed through to resolution with clear and timely communication. Partner with cross-functional teams to address consultant errors, identify training needs, and improve service delivery. Participate in projects focused on developing and implementing more effective operational processes. Work with Operations and Service Leadership to review, update, and communicate global performance metrics. Lead regular team meetings to reinforce organizational expectations, service quality, performance standards, and desired behaviors. Support consultants through organizational and operational changes, encouraging feedback and ensuring expectations are clearly understood. Contribute to recruitment activities and onboarding programs for new team members. Identify employee performance concerns and escalate them to People Success or senior leadership when appropriate. Monitor processes and procedures that may affect team productivity and recommend improvements. Communicate travel industry updates and operational changes to the team. Complete all required training and ensure the team meets applicable training expectations. Requirements The ideal candidate brings extensive travel industry experience and a proven track record of leading teams in a travel management company or travel contact center environment. You should combine strong operational expertise with a customer-first mindset, analytical capabilities, and the ability to develop high-performing teams. The following qualifications are expected: 7+ years of experience and solid knowledge of the travel industry. 5+ years of progressive leadership experience in a travel management company or travel industry contact center, ideally progressing through roles such as Agent, Lead, and Supervisor. 3 years of experience at Manager level within the travel industry, managing consultants, team leads, supervisors, or similar roles. Advanced knowledge of Sabre or Amadeus Global Distribution Systems (GDS), as well as online and offline travel operations. Familiarity with CRM applications such as Salesforce and Zendesk. Strong customer service orientation and a demonstrated ability to promote customer engagement across all interactions. Proven ability to build relationships, motivate teams, encourage knowledge sharing, and foster employee engagement. Experience mentoring and developing employees, with a clear understanding of travel service requirements, customer expectations, and operational challenges. Excellent organizational, interpersonal, and problem-solving skills. Strong written and verbal communication skills, including presentation and facilitation abilities. Ability to work independently while contributing effectively within a collaborative team environment. Data-driven mindset, with the ability to use business analytics and performance metrics to identify trends and improve agent performance. Results-oriented approach, with the initiative and accountability to manage responsibilities and deliver against objectives. Technical proficiency with travel management platforms, operational systems, and supplier tools. Strong resource management skills and the ability to complete tasks within agreed timelines. Professional leadership skills, including the ability to lead by example and demonstrate sound business judgment. Flexibility to work non-traditional shifts when required. Professional fluency in English. Benefits Comprehensive benefits package tailored to local requirements. Healthcare coverage and insurance options. Wellness resources and support for employees and their families. Retirement savings programs. Opportunities to participate in employee equity plans. Flexible time off and country-specific public holidays. Paid parental leave for new parents. Mental health resources. Connectivity and commuting support, where applicable. Exclusive travel-related perks. Access to global office spaces and opportunities to collaborate with international teams. Office-based working environment with in-person collaboration four days per week.