Supervisor I

The Crew Accommodations Supervisor at Corpay’s Airline Division – TA CONNECTIONS is tasked with overseeing the agents assigned to the specific shift and monitoring and ensuring that the scheduled functions and tasks of the Crew Accommodations desk are completed on a timely manner and following the defined procedures. The supervisor will also train, coach and mentor, ensuring productivity and service level agreements are met or exceeded. This position will need strong leadership and interpersonal skills, as well as be comfortable working under pressure in a dynamic and demanding environment.

Essential duties and responsibilities:

• Assign shift activities to Crew Accommodations Agents
• Ensure that Crew Accommodations agents understand and acknowledge their assigned tasks
• Maintain the team’s schedule/roster updated to accurately reflect deviations from the original plan, as well as any approved modification
• Act as the main liaison between the client’s duty manager and TA Connections Crew Accommodations Desk
• Work closely and in sync with client’s Crew Tracking, Crew Scheduling and other groups relevant to satisfy all operational requirements.
• Communicate with internal departments and management to resolve problems and expedite work
• Ensure there is alignment, clarity and consensus before communicating relevant information and/or instructions to the Crew Accommodations Team
• Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the direct Report and/or HR.
• Lead, guide and manage the shift resources efficiently to maintain a proper work load balance between activities and ensure tasks are shifted based on priority
• Monitor and report agents’ attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
• Monitor and confirm that all agents have access to the tools, systems and defined resources that will allow them to perform their job duties as per Standard Operations Procedures
• Effectively utilize all tools and technology to process, track and report transactions
• Master all agent’s activities and tasks and execute them when needed, which include, but is not restricted to:
  • Booking and updating hotel accommodations and ground transportation
  • Last minute sourcing for hotel and Ground transportation options
  • Rate negotiation
  • Manage communications with hotels and GT vendors through email and phone calls
  • Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
  • Other assigned on an ad-hoc basis
• Assist, support and provide guidance to all Crew Accommodations agents on shift with shift activities
• Be responsible for accurate and timely execution of Hotel relocations of crews and formal communications with main stakeholders
• Execute and complete all routine shift activities assigned to the supervisor role such as, but not limited to:
  • Daily Briefing report
  • Shift Productivity report
  • Shift Pending Actions Report
  • Shift Pass-down Report
  • Other assigned on an ad-hoc basis
• Monitor performances of shifts agents for assistance with evaluations, quality assurance, and training purposes
• Constantly provide positive feedback openly to Crew Accommodations Agents and colleagues regarding their tasks, performance and issue-resolution accomplishments
• Inform, advise and make recommendations to leadership and Ops management regarding any individual’s opportunities for improvement in a constructive and conducive way, in a discrete environment

• Supports the IT, Billing and Commission Collections departments with data gathering activities, issues troubleshooting and projects.
• Works on special projects and other duties as assigned.

Job requirements:

• Ability to work in a call center environment
• Ability to interact with clients and business partners both electronically and via telephone
• Excellent interpersonal and client relationship skills
• Ability to manage and provide feedback to all types of individuals
• Flexibility to adapt to changing customer requirements and schedules
• Ability to handle multiple priorities in a high-volume, target-based environment
• Strong verbal and written communication skills
• Strong organizational skills
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office (Word, Excel, Outlook)
• Proficient internet research skills for customer information
• Proficiency with SABRE (preferred)
• Comfortable with call center technology