Responsibilities

• GDS knowledge is preferred (Sabre/Worldspan)
• Travel Agency Background  preferred
• Some Travel is required
• Excellent customer service skills
• Team player
• Top pay, great work environment
• Medical benefits, 401k

Responsibilities

• Completes travel arrangements for athletic department with negotiating block air, hotel, and ground transportation vendors at the lowest possible fares. Utilizes preferred vendors to maximize profit for branch and parent company.
• Follows company procedures, guidelines and standards in the areas of customer service, building Passenger Name Records (PNRs) and profiles, ticketing, utilization of front room Computer Reservations System (CRS) productivity, attendance, accuracy or work, invoicing, etc.
• 3 years Sabre experience required
• Experience w/ large groups and athletic travel
• Excellent customer service skills
• Team player
• Top pay, great work environment
• Medical benefits, 401k

Essential Functions

• Assists and directs the day to day call traffic to service center, assuring that service level agreements are consistently met. This assistance will occur real-time and historical, as well as planning for future requirements.
• Provides ongoing internal communications with call center staff/management/directors/VP’s and above on load balancing and staffing requirements in real-time, historically, and proactively.
• Establishes and maintains appropriate level of call center reporting to key stakeholders in the organization. This is including but not limited to real-time and historical reporting on call volumes, staffing, and historical call trends. Establishes these reporting procedures and becomes a central repository of call center data.
• Assists with staffing requirements, analysis, and scheduling of staff to ensure contractual service levels are always met. Provides analysis to support call trending and tracking of call volumes used to assist staffing decisions.
• Implements and supports a standardized call center staffing model (such as Erlang-C), as well as makes recommendations, adjustments, and serves as key analyst for staffing questions for management.
• Participates in and contributes to performance improvement activities.
• Assists in implementing and maintaining operational processes to ensure compliance to Company policies, legal requirements and regulatory mandates.
• Completes daily/weekly audits on sign-in/out reports to ensure payroll compliance and reporting.
• Works as part of team with the Operations Managers which could include providing backup coverage.
• Coordinates off-phone activities including training, email work, special projects and technical issues. Works to ensure staffing levels are met when schedule irregularities occur.
• Participates in special projects and performs other duties as assigned.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, filing cabinets and scanners/photocopiers.

Required Education and Experience

• High School Diploma or the equivalent plus 3 years of related call center experience
• Successful candidate must possess management experience in a call center
• Travel Industry experience preferred but not required
• Proficiency in Microsoft Excel is required
• Minimum of 2 years’ experience in a call center environment and must be knowledgeable in a Workforce Management system
• Demonstrated proficiency/knowledge base in standard staffing practices/protocol for call centers

Other Duties

Please note that this job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Ideal Candidate

• 3 years Sabre experience required
• Worldspan preferred
• Excellent customer service skills
• Team player
• Top pay, great work environment
• Medical benefits, 401k