North America Duty Team Manager

Our client is a leading Travel Management Company, with a global presence and offices in the UK, USA, Canada, Kenya and across Europe.

They're now recruiting for a North America Duty Team Manager, who will be responsible for overseeing and co-ordinating all aspects of the North America Operations department to ensure smooth and efficient running of the department, whilst meeting the customer service level agreements and ensuring tasks are completed effectively and to the highest standards.

The successful candidate will have proven managerial experience within the travel sector and must be based in the US – our client will consider CST or EST time zones. They can offer a competitive salary up to $65,000 plus excellent benefits, so if this role is of interest to you, please apply online.

Role of North America Duty Team Manager:

• Providing a clear plan across North America Operations for agents to work from ensuring all tasks are allocated and followed to ensure global KPI’s for Operations are met
• Supporting and prioritising North America customer escalations, working in collaboration with the Account Management Team
• Attend customer meetings to represent North America
• Supporting and managing a team of agents, ensuring KPI’s and quality levels are met
• Planning and support for the savings optimisation consultant to drive revenue opportunities in North America
• Working in conjunction with the UK Out of Hours team to support call and email volumes
• Ensure quality targets are met throughout North America Operations, working in conjunction with the UK Duty Team Manager
• Deliver training modules to the North America Team
• Run scans to ensure that any crisis management needs are monitored and responded to
• Supporting Account Management with any tender responses and pricing exercise
• Analysing daily performance data and implementing strategic actions to improve
• Completing tasks for UK Duty Team Manager as required
• Support out of hours weekend escalations or crisis needs as required as part of a rota

Skills required for the role:

• Team Manager role experience (minimum 1 year)
• Operationally focussed to lead success across the team, and used to working with targets and KPI’s
• Experienced salesforce user
• Experience working across cultures and with remote teams.
• Highly organised with the ability to prioritise own workload effectively and the workload of others
• Solutions focussed, and able to demonstrate excellent customer service skills
• The ability to communicate with all stakeholders effectively
• The flexibility to work across a broad range of shifts to meet operational and customer needs

If you’re interested in learning more about this North America Duty Manager role, please press the apply online button now!

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