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, TN, TX, VA, WV

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

It is a priority that our associates demonstrate competence and character that inspires trust by integrating Our Core Values into every action and decision. Our core values state: together we are stronger, demonstrating genuine care and concern to do what is right when no one is looking, with a focus on being curious, creative, and driven and having a work hard, play hard mentality.

A day in the life of the Business Travel Operations Manager may include:

• Meeting and exceeding customer expectations by managing customer service to agreed-upon levels related to telephone, quality, and productivity and by providing value added solutions and recommendations.
• Ensuring that members of the team are provided a platform to achieve their goals, whether developmental or role critical, by ensuring you provide ongoing honest feedback both positive and improvement related.
• Providing continuous process improvements that lead to increased productivity and increased efficiency within the team and/or department.
• Ensuring that internal expertise is utilized in your team (‘knowledge management’) with a focus on peer to peer, rather than always top-down coaching, to best support team development.
• Leading by example to reinforce superior customer service and professionalism.
• 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 an optimum staffing schedule and monitoring shifts to always ensure proper staffing coverage.
• Developing new and existing associates toward achieving their professional goals by offering ongoing training and support, as well as consistent constructive feedback through monthly one on one meetings, and annual reviews.
• Developing new and existing associates with ongoing training and support needs as required.
• Participating in the full life cycle of associates, including participation in new hire interviews, making recommendations for qualified candidates, executing disciplinary action up to and including termination, while maintaining a work environment that promotes positive team reinforcement/reward and recognition.
• Ensuring proper human resources and company processes and policies are followed.
• Providing internal communication with staff regarding vendor and Fox related issues including participation in monthly manager meetings, and monthly branch staff meetings.
• Updating knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• Possible responsibility for monitoring online queues, Samanage tickets, debit memos, and approval of debit memos.
• Positively support and use new technology that has been rolled out to associates and continue to use these processes to provide support to team members.
• Possible responsibility for unused ticket management, reporting and refunds.
• Maintaining a favorable and collaborative working relationship with team members 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.
• Positively supporting and using new technology that has been rolled out to associates and continuing to use these processes to provide support to team members.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you have:

• Personal effectiveness/credibility.
• Organizational and planning skills.
• Strong conflict management skills.
• Customer-focus and are service-oriented.
• Communication proficiency – verbal and written; appropriate use of grammar.
• Information gathering and monitoring skills.
• Problem analysis and problems solving skills.
• Highly adaptive, change management and coaching skills.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy.
• The ability to comfortably deal with highly complex situations.
• Flexibility; ability to work efficiently and effectively with frequent interruptions.

This opportunity might be for you if you have:

• Some post-secondary education in Business Administration, Management or related field (preferred).
• At least 5 years progressive corporate travel experience, with proven ability to lead and coach successfully; prior managerial experience of at least 2 years.
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment.
• Travelport GDS knowledge.
• Strong knowledge and demonstrated proficiency of all Microsoft Office applications.
• Experience in all facets of business travel center to include, support functions and, domestic and international reservations; thorough understanding of front, mid and back office functions.
• 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 in order to gain support and achieve results.
• Self-motivation; demonstrates initiative with a strong commitment to personal goals, objectives and work ethic.

Occasional business travel, overnight stay may be required for training events and 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.

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.

Work hard, play hard and travel often with the Fox World Travel Team today! 

If hired for this position, you would be an employee of Fox World Travel, therefore, no fees would be associated with your training or employment. Also, Fox World Travel does not charge any fees as part of the application process.

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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