Manager, Group Travel

The Manager is responsible for leading a dynamic team of Group Advisors with a focus on employee engagement, customer satisfaction, and maximizing productivity. The Manager is expected to prioritize their focus frequently between revenue generating agent work and Manager-oriented tasks to achieve department goals. Managing customer service levels across a variety of booking methods and driving process efficiencies are critical elements of this position.

M-F 8A-6P CT

Lead the day-to-day operations of the Group Advisors team, handing student/study travel.

• Train, mentor, and guide direct reports while fostering a positive work environment.

• Ensure performance goals are clearly communicated while aiding, guidance and coaching support as needed.

• Provide fair, constructive, and timely feedback towards performance expectations and goals.

• Identify, analyze, implement, and audit new technologies and processes for continual improvement.

• Be keenly aware of volume and make real-time adjustments to support the workload.

• Closely monitor staffing and all service level channels (phone, email, queues) throughout the day to ensure goals are met. Proactively communicate with management when necessary.

• Identify issues impacting service levels and advisory productivity. Work with management to develop solutions to improve processes.

• Manage overtime as necessary, per departmental guidelines.

• Act as a resource and support for Group Advisors, Group Travel Managers, and management to answer questions regarding operational formats, applications, processes, procedures, and company policies.

• Possess the ability to answer questions pertaining to all active programs and accounts.

• Monitor daily, weekly, and monthly Agent Sales Productivity reports. Share statistics with and provide support to advisors to assist them in meeting or exceeding performance goals. Recognize top performers.

• Conduct regular 1:1 sessions and annual performance recaps with each direct report. In the case of unsatisfactory performance, work with the individual to develop a customized performance improvement plan and monitor the performance.

• Assist or take the lead in handling customer service issues. Provide guidance and encourage the advisor to resolve the problem when possible. Escalate issues to the Director as needed.

• Participate in, provide, and/or coordinate ongoing training and development opportunities that enable skills and knowledge development. Keep abreast of industrial developments.

• Ability to work evening hours, weekends, and longer hours during high volume periods.

• Ability to assist in a crisis or work outage during or outside regular business hours.

• Complete new group travel requests from start to finish daily.

• Other duties as assigned.

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.

• Models the way for employees and sets a positive example by demonstrating our core values.

• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.

• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and improves team and organizational culture.

• This position includes daily group requests processing of student/study abroad travel

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• Requires five years' experience in the travel industry

• Experience with M&E Group, student & study abroad travel.

• Requires at least 5 years in a leadership position managing employees (including at least 3 years in a management position).

• Relevant experience beyond the required experience may be substituted on a year-for-year basis.

• GDS experience is required- Sabre.

• Exceptional customer service skills. This is a client facing position.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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