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Job Category:

Operations, Travel, Synchrony Financial


To be discussed.


Are you a natural problem-solver with the ability to motivate and guide others? Do you thrive in a fast pace environment where new challenges arise every day?

As a FROSCH After-Hours Team Manager you will have the chance to utilize your travel industry experience through creative problem solving and providing leadership to our After-Hours team to achieve high standards in client service delivery.

What FROSCH Offers You?

* Flexibility to work from home

* Opportunity to make a difference in a growing global company

* Strong collaborative environment

* Medical, Dental, and Vision benefits plus 17 supplemental benefits

* IATA and LifeMart benefit

* Gym Reimbursement

* Continued Industry Training

* Employee Recognition Program

Job Details:

* Manage and monitor ControlMaxx Agent Status and Skype for Business for agent accountability and proper call distribution

* Manage and monitor the After-Hours mailbox

* Ensure all queues are worked properly through daily monitoring

* Evaluate agent’s performance to ensure success, coordinate any necessary training, and ensure policies and procedures are being followed

* Attend account implementation and internal review calls

* Send daily briefing, break schedule, uplifting quotes and account notifications

* Meet on a weekly basis with After-Hours and Operations to review and ensure optimal agent performance and department needs are met

* Aid in resolution of customer service issues and debit memos

* Run pertinent reports to collect data

* Review and Approve ADP timecards, time off request and overtime request

* Monitor agent call recordings to ensure call quality evaluation standards are met

* Monthly one-on-one performance reviews with agents

* Review monthly score card, training, achievements, and identify areas of improvements

Requirements & Qualifications:

* Recent, native GDS experience on Sabre is a must and Apollo is a plus

* Previous work experience with a Travel Management Company is required

* Experience with trouble shooting PNR, quality control, ticketing, and technical issues

* Effective leader with the ability to supervise, motivate and develop team

* Maintain a positive and professional work environment

* Possess strong commitment to team environment, collaborating with others to solve problems and
develop innovative solutions

* Ability to pro-actively resolve problems independently, and work well under pressure

* Strong sense of urgency as well as flexibility to change as needed.

* After – Hours experience is preferred

* Exemplary written and verbal communication skills

How to Apply

Click Here to Apply