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  • 1 month ago

jobs description

Do you want to make an impact?

Are you ready for a new opportunity where you’ll be recognized for your contributions, build meaningful relationships and drive change in a real way? We are unique, we stand out, we take pride in our collaborative mindset, and we want you along for the ride.

About Encore Corporate Travel

Encore Corporate Travel, established in 1976, is a revered figure in the corporate travel industry, renowned for its dedication to becoming the most loved travel partner worldwide. Merging award-winning proprietary technology with unmatched service, we operate across the US, Canada, LATAM, and Europe, catering to the unique needs of the financial services, retail, and manufacturing sectors. As a certified woman-owned enterprise, we champion Environmental, Social, and Governance (ESG) principles, aiding our clients in achieving their ESG goals while focusing on providing moments of happiness for all our clients and partners. With over 40 years of experience, we... maintain a startup's agility, ensuring all core operations are handled in-house for unparalleled quality in service and tech solutions. At our core, we are a customer and planet-centric organization, continuously innovating and improving the client experience by understanding their evolving needs and removing the hassle of travel management. Our culture thrives on respect, collaboration, and the value of every opinion, embodying a mission to spread moments of happiness through our global ecosystem.

About the role

As the Operations Supervisor, you will be responsible for monitoring the Operations team's daily activities, offering advice and mentorship to travel agents, and assisting in the development of the team so that they can continue to deliver great service to our clients. With a data centric mentality, you’ll develop and execute new strategies to increase team productivity and efficiency. Additionally, the Operations Supervisor oversee all escalated client issues, utilizing excellent communication skills while using empathy and inventive solutions to prioritize client happiness above all else. With your keen eye for detail and impeccable product knowledge, you will monitor interactions to ensure processes are supported and its accuracy and compliance with regulations are adhered to. This role focuses on collaboration, working with other departments to streamline operations and provide managers with regular, insightful reports on departmental performance and growth.

Our HQ is in Montreal, QC, but this is an onsite role based in San Salvador, El Salvador.

Our Invitation:

At Encore Corporate Travel, we invite everyone to join us in our journey to make the world a brighter, happier place—one moment at a time. Our mission is ongoing, and together, we can create a legacy of joy that touches lives across the globe. If you share our commitment to spreading happiness and believe in the power of moments, we welcome you to be a part of our global expansion and happiness-driven vision.

Note:

This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with this position.

What will your day look like?

Key Responsibilities
• Daily supervision of the Operations team, ensuring compliance with company policies and quality standards.
• Supervise, mentor, and coach travel agents to enhance their skills and ensure service excellence in handling corporate travel arrangements.
• Develop and implement effective strategies to improve productivity and efficiency.
• Handle escalated customer issues, providing solutions that go beyond standard procedures to ensure customer satisfaction.
• Maintain a high level of expertise regarding industry best practices and continuously seek to improve customer service techniques.
• Ensure that all customer interactions are handled with empathy, efficiency, and accuracy.
• Conduct regular performance reviews, setting clear metrics for success and providing constructive feedback.
• Monitor calls and transactions to ensure that all team members adhere to applicable regulations and company policies.
• Develop and maintain detailed records of team performance, identifying areas for improvement and implementing appropriate corrective actions.
• Liaise with other departments to harmonize operations across the company.
• Provide regular reports to upper management about departmental performance, challenges, and progress.

Do you have what it takes?

Key Requirements

The must haves:
• At least 3-5 years of experience in a supervisory role within a call center or travel-related field.
• Proven track record of managing teams in a high-pressure environment.
• Excellent communication and interpersonal skills.
• Strong leadership and decision-making capabilities.
• Proficient in using travel and reservation systems.
• High level of integrity and professionalism.
• Empathetic and patient with a customer-first attitude.
• Resilient and adaptable to changing business needs.

We offer a relaxed, fun, flexible, working environment with a competitive salary, perks, and great benefits.

More precisely:
• Eligibility for Medical and Life Insurance benefits upon successful completion of 90 days.
• Competitive compensation that reflects your contribution.
• Full month salary guaranteed for Aguinaldo.
• Enhanced PTO program beyond the 15-day paid leave.
• Travel perks.
• Company provided IT equipment.

If you’re ready to be a part of something big, where you can advance your career in a growing organization, we’d love to meet you! Apply online directly via LinkedIn.

Encore Corporate Travel is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere. We are committed to building the best team possible and all employment decisions are based on business needs, job requirements and individual potential and qualifications, without regard to race, color, age, religion, socioeconomic status, orientation, gender identity, national origin, or disability
San Salvador El Salvador

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