Sr Supv, Air Ticketing Tariff Resolutions

Position Summary:

The Ticketing & Tariff Resolutions Sr Supervisor is responsible for analyzing, identifying, and actioning all tickets with potential financial recovery for our global offices.  The candidate will be responsible for identifying process gaps that cause service failures and financial loss for immediate correction. The Ticketing & Tariff Resolutions Sr Supervisor must be able to work within multiple global distribution systems and must be a subject matter expert in front and back-office tools and processes. This Ticketing & Tariff Resolutions Sr Supervisor is also the main point of escalation for front line issues with ticketing and or pricing issues that require expertise in faring and possible communication and resolution with our airline vendors. This position is essential for the support of back-office Ticketing & Tariff Agents as well as Analyst for Ticketing and Tariff GBO in a high-volume environment. Additionally, the Ticketing & Tariff Resolutions Sr Supervisor will be responsible to manage the Back Office Operation by evaluating and monitoring the daily workload, including making strategic plans to guide the team with work directive. The Ticketing & Tariff Resolutions Sr Supervisor will also host training sessions and daily meetings for strength building as work close with Back Office L&D to ensure accurate and current content is provided to the team. This leader will be responsible to oversee any assigned special projects, support the team as well as Emergency Travel Team for a 24/7 operation.  The priority for this Leader is to ensure all escalations have a resolution while considering KPI.  This position will be responsible to guide the entire back-office team as well as have 5-7 direct reports.  This is a 24/7 role in a high paced global operation that will require on-site attendance in the Mexico City office, reporting to the Back Office Sr. Manager in Miami, FL.

Essential Duties and Responsibilities:

• Identifies, presents, and implements process improvements to improve overall cost savings and efficiencies regarding issuance of airline tickets, exchanges, refunds, and debit memos.
• Daily review of operational opportunities for all global office agents via queues, inboxes, reports, and other provided resources.
• Daily distribution of workload operation for US hours and possibly beyond.
• Oversee and action the escalation request from the Global Back Office Team to provide optimal resolutions.
• Oversee Executive Escalations via a dedicated inbox (GBO Escalations) ensuring resolutions are provided within set KPI while providing optimal service
• Coordinates with the Ticketing & Tarif Team to prepare reports to present management with status updates and ongoing development of business changes and/or gather data to validate needed changes.
• Coordinates with Learning and Development team to ensure training documents and agent information are available, current and accurate.
• Adapts to changing circumstances in the airline marketplace (lower contracted rates, airline strikes, possible airline related work stoppages, schedule changes, natural disasters, etc.) that may monetarily impact the ticket changes made by travel partners and/or direct guests.
• Manages and procures schedule changes, ticketing, and reports.
• Manages productivity and quality of work for the operation and direct reports.
• Participates in special projects as assigned by Manager.
• Act as a point of escalation for internal and external agents.
• Responsible for scheduling and operational work distribution coverage.
• Qualifies agent have current process maps and understanding of workflow/processes.
• Performs other duties as required. 

Responsibilities:

Responsible to staff and direct reports for optimal coverage for the operation/platform.

Responsible for 5-7 direct reports.

Qualifications:

• B.A. or B.S. degree preferred
• A minimum of 5 years’ experience in the travel/airline industry required
• Previous management /supervisor or training experience within the travel industry required

Knowledge and Skills:

• Clear understanding of airline tariffs and fare rules
• Expert in global distribution systems and formats (Sabre, Amadeus)  
• Strong analytical and reporting skills    
• Proficient in Excel, Word, Outlook and Hyperion/Power Bi reports
• Excellent writing and verbal communication skills
• Strong customer service skills
• Adaptable to changing business environment
• Excellent time management
• Must demonstrate high level of initiative, be self-motivated and disciplined

Physical Demands:

 The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift, or move 10 pounds.

May be required to work long hours and or non-business hours due to operational required support.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job, with or without reasonable accommodations. The environment includes an office location and may involve moving inside and outside the office. A high noise level is possible when visiting shipboard or offsite locations.

This is an on-site role facilitating US hours; however, based on operational needs, alternate roles and weekend coverage may be required. After hours and weekend work will be remote.

Ability to work remotely, be available 24x7 as needed to deal with travel crisis and be flexible to office location based on the demands of emergency travel support.

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