Customer Service Manager

Title: Customer Service Manager

Location: Atlanta, GA 30354 (Onsite position)

Duration: 12+ Months Contract

Rate: $28/HR on W2 Max

This is a 24/7 operation, some night and overnight shifts will be required

Qualifications:

3-7 years of airline call center or contact center experience

Competence in problem-solving and value-based decision analysis

Strong communication skills, experienced with PowerPoint and leader presentations

Flexibility to work weekends, holidays, and nights

Consistently makes safety and security, of self and others, the priority.

What will give you a competitive edge (preferred qualifications):

Bachelors Degree or 2 plus years of relevant experience

Contact center supervisory experience using the Avaya phone system

Hotel contract, crew scheduling, and/or crew operations experience

Language skills including Spanish, French, and/or Italian

Responsibilities:

The Corporate Travel Operations Shift Manager is responsible for providing 24/7 leadership in the OCC overseeing a team of ~21 contractors on the Operations Travel Desk supporting client hotel and transportation needs for crew and training in domestic and international markets. The role will handle operational and tactical contract management functions serving as Manager on Duty during weekends, holidays, and evenings.

As a Corporate Travel Operations Shift Manager, youll support client operation by ensuring our crews have safe, clean, and comfortable hotel and transportation across the globe. Key responsibilities include:

Overseeing all charter, ad hoc and most importantly, irregular operations (IROP) sourcing including utilization of Concur Travel GDS rooms in coordination with client Travel Management Company (TMC)

Working cross-functionally with In-Flight Service (IFS) & Flight Operations (FOPs) stakeholders to manage all changes, ensuring approved hotel inventory availability, and securing stakeholder approval for non-contract hotel assignments

Ensuring timely communication across OCC verticals, especially with the Crew Resource, Charter, and IFS & FOPs Duty Desks

Optimizing client hotel blocks to minimize spoilage and drive year-over-year rate and tax savings utilizing Quickbase blocks and direct connect technology

Supporting virtual credit card payment solution process related to variance and ad-hoc hotel and transportation procurement

Ensuring high levels of customer service by promptly addressing all crew (including FCR & FACTS) and supplier reports

Building strong working relationships with coworkers, direct reports, customers (internal and external), partners and company leadership

Providing support in the planning and implementation of operational strategies and seeking continual operational improvements and efficiencies

Must be available to work weekends, holidays, nights, and provide additional leadership support during major irregular operation.