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Manager, Operations GSC

5.00 to 7.00 Years   Gurugram   01 Aug, 2021
CARLSON WAGONLIT
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryTravel / Tourism
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

*Your Mission as CWT Travel Counselor is to Deliver the Perfect Trip so that CWT can sustain optimum result for client and shareholders. You are specifically responsible for delighting the traveler/ travel arranger, building commercial value, and strengthening the CWT brand in a way that balances the requirement of all stakeholders and positions in our workforce as a key differentiator for our business. Carlson Wagonlit Travel (CWT) is a global leader specializing in business travel management and our 1travel counselors know that teamwork and great results have no boundary. We are proud to have been named the most admired Travel Management Company and we are even more proud that we achieved it together. Whether we are booking government travel, advising on international security or establishing relationships with global corporations, we work as a family. We support each other. We grow as a team. And to us, that s what makes a world of difference.Learn about our travel counselor opportunities and start your journey.Position Responsibilities:

  • Operations roles and responsibilities
    • Provide the highest levels of service delivery to clients and stakeholders.
    • Ensure, coordination with program management, that all team members are aware of client(s) travel policy and service level requirements.
    • Constantly drive your direct reports to achieve their personal and team KPIs. Monitor and provide feedback on a daily and weekly basis.
    • Monitor team performance to ensure that the TSC services are met in accordance with the client travel policies and in accordance with Service Level Agreement (SLA).
    • Review client survey results and in conjunction with Program Management implement appropriate best work practice initiatives
    • Ensure CSAT targets are achieved and exceeded.
    • Offer value added alternatives and solutions in accordance with client and CWT directives.
    • Control the effective utilizations and occupancy aspect of performance with maximum output.
    • Validate and improve the accuracy of operational data used for daily operational management as well as internal and external reporting
    • Lead and co-ordinate with team to optimize the cost per transaction on an annual basis through various initiatives
Business Skills
  • Good business acumen
  • Persuasive skills and ability to champion change
  • Strong analytical, management and interpersonal skills
  • Good operations management skills
  • Independent and resourceful to support requirements from Management
, *
  • Bachelors/ master degree or equivalent
  • 5-7 years of work experience is mandatory for this position.
  • Some Supervisory Experience
  • Creates and completes travel arrangements (Car, Hotel, Air, Rail)
  • Good communication skill: English fluent: written and verbal, Superior written and verbal communication skills (in person and on phone)
  • Attention to details
  • Ability to handle multi-cultural sometimes multi-lingual clientele
  • Customer focused and service oriented
  • Problem solver, Results-driven
  • Adaptable and motivated to learn
  • Influence and diplomacy
  • Proficiency in technology to research options and to complete process requirements
  • Understanding of NorAm and EMEA Market (Geography)
  • Reservation and ticketing experience for NorAm/EMEA/APAC
  • Experience of taking inbound customers calls
  • Outbound calling to vendors wherever required.

Keyskills :
service leveltravel managementservice deliveryprogram managementteam performancetravel arrangementsverbal communicationcommunication skills

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