Manager, Travel Services - English Speaking (Alphaville, SP)

The role

The Travel Service Manager oversees a team of Business Travel Consultants. They are responsible for team performance, supporting Navan goals, and maintaining service standards through coaching and monitoring.

What you will do

• Ensure team development through regular review, coaching, and 1:1 meetings
• Conduct email, voice, and chat interactions to understand daily responsibilities
• Perform Quality Evaluations on travel consultant interactions
• Monitor and highlight errors and provide constructive feedback
• Review consultant and team performance metrics
• Monitor contact queues and SLA performance
• Communicate clear expectations to agents
• Partner with cross functional teams to address learning needs
• Manage escalations and customer communication
• Participate in projects to implement effective processes

Required qualifications

• 7+ years sound Travel Industry knowledge and experience
• 5+ years progressive leadership experience in a TMC/travel industry contact support center environment
• 3 years travel industry experience at the Manager level
• Advanced level knowledge of Sabre / Amadeus GDS and online/offline Travel operational processes
• Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, etc)
• Ability to build relationships and motivate people and teams
• Excellent organizational skills and interpersonal skills
• Excellent, professional written and verbal communication skills, presentation and facilitation skills
• Ability to work independently and effectively as part of a team
• Business analytics - Data driven with the ability to apply and use data analytics
• Technically proficient in all Navan technology and supplier tools
• Flexibility to work non-traditional shifts where required

About the company

tripactions is the employer for this Manager, Travel Services role.