Airline Research Team Supervisor

Job Description:The Mark Travel Corporation, recognized as a leader in the business of making vacation dreams come true, is seeking an Airline Research Supervisor Come work with an experienced team, committed to creating the best possible “end-to-end” experience for our vacation customers. The Mark Travel Corporation provides leisure vacation packages to over 200 destinations worldwide. We are the company that the world’s leading airlines and hoteliers trust to manage their vacation brands and take care of their customers. We hire top talent to create the best products and deliver the highest level of customer service. The strength of our company is outstanding people caring about the people we serve. If you strive for excellence and have a high level of integrity, we’re interested in you! The Airline Research Supervisor is responsible for providing management support to the team, by providing appropriate training and supervising associates. Ensures research production is completed daily and situations are addressed quickly. Monitors staff and conducts teams/individual meetings to ensure effective continuous communication. Maintain a positive work environment by promoting staff morale. Meet company/department service objectives. RESPONSIBILITIES:
Lead a team of direct reports which includes: coaching and developing team members, regular staff and individual meetings, conducting performance evaluations, and providing recognition, reward and discipline as warranted.
Conduct training to coach and develop associates
Work directly with direct report to resolve problem situations
Monitor/complete ticketing projects to include communication of problems/resolutions
Support during travel and customer care during/after business hours
Assist internal/external contacts with resolutions on problem bookings
Communicate/follow up on system errors
Inform staff of existing or new policies, procedures and/or responsibilities
Motivate staff to maximize productivity and minimize errors
Create quality control reports for immediate feedback
Provide cross training to inner/inter company team members to assist with team functions
Adhere to TMTC security procedures IMPACT ON ORGANIZATION: The Airline Research Supervisor plays a key role in working all airline related issues and working with customer to give them the best possible resolution to their trip. This person will have direct impact on the bottom line on profit/loss of all SBU’s. REQUIREMENTS:
High school diploma or general education degree (GED); or at least three years' related experience and/or training; or equivalent combination of education and experience
Demonstrated proficiency in Airline Reservation systems
Travel industry knowledge or experience
Customer Service – Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Complex Problem-solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Troubleshooting – Determining causes or operating errors and deciding what to do about them. BENEFITS AT A GLANCE:
Medical Insurance
Dental Insurance
Vision Insurance
Short Term Disability
Life Insurance
Flexible Spending Account
401(k)
Vacation and Holiday Time Off
Tuition Reimbursement
Travel Opportunities
Team Member Referral Program
Wellness Program We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and smoke-free workplace and perform pre-employment background checks.

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