The Crew Accommodations Supervisor at Corpay's Airline Division – TA CONNECTIONS is tasked with overseeing the agents assigned to the specific shift and monitoring and ensuring that the scheduled functions and tasks of the Crew Accommodations desk are completed on a timely manner and following the defined procedures. The supervisor will also train, coach and mentor, ensuring productivity and service level agreements are met or exceeded. This position will need strong leadership and interpersonal skills, as well as be comfortable working under pressure in a dynamic and demanding environment.
Essential duties and responsibilities:
Assign shift activities to Crew Accommodations Agents
Ensure that Crew Accommodations agents understand and acknowledge their assigned tasks
Maintain the team's schedule/roster updated to accurately reflect deviations from the original plan, as well as any approved modification
Act as the main liaison between the client's duty manager and TA Connections Crew Accommodations Desk
Work closely and in sync with client's Crew Tracking, Crew Scheduling and other groups relevant to satisfy all operational requirements.
Communicate with internal departments and management to resolve problems and expedite work
Ensure there is alignment, clarity and consensus before communicating relevant information and/or instructions to the Crew Accommodations Team
Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the direct Report and/or HR.
Lead, guide and manage the shift resources efficiently to maintain a proper work load balance between activities and ensure tasks are shifted based on priority
Monitor and report agents' attendance, punctuality, breaks, and adherence to Companies' policies and Employee's Handbook
Monitor and confirm that all agents have access to the tools, systems and defined resources that will allow them to perform their job duties as per Standard Operations Procedures
Effectively utilize all tools and technology to process, track and report transactions
Master all agent's activities and tasks and execute them when needed, which include, but is not restricted to:Booking and updating hotel accommodations and ground transportation
Last minute sourcing for hotel and Ground transportation options
Rate negotiation
Manage communications with hotels and GT vendors through email and phone calls
Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
Other assigned on an ad-hoc basisAssist, support and provide guidance to all Crew Accommodations agents on shift with shift activities
Be responsible for accurate and timely execution of Hotel relocations of crews and formal communications with main stakeholders
Execute and complete all routine shift activities assigned to the supervisor role such as, but not limited to:Daily Briefing report
Shift Productivity report
Shift Pending Actions Report
Shift Pass-down Report
Other assigned on an ad-hoc basisMonitor performances of shifts agents for assistance with evaluations, quality assurance, and training purposes
Constantly provide positive feedback openly to Crew Accommodations Agents and colleagues regarding their tasks, performance and issue-resolution accomplishments
Inform, advise and make recommendations to leadership and Ops management regarding any individual's opportunities for improvement in a constructive and conducive way, in a discrete environment
Supports the IT, Billing and Commission Collections departments with data gathering activities, issues troubleshooting and projects.
Works on special projects and other duties as assigned.
Job requirements:
Ability to work in a call center environment
Ability to interact with clients and business partners both electronically and via telephone
Excellent interpersonal and client relationship skills
Ability to manage and provide feedback to all types of individuals
Flexibility to adapt to changing customer requirements and schedules
Ability to handle multiple priorities in a high-volume, target-based environment
Strong verbal and written communication skills
Strong organizational skills
Strong analytical and problem-solving skills
Proficient with Microsoft Office (Word, Excel, Outlook)
Proficient internet research skills for customer information#J-18808-Ljbffr