Supervisor, Air Ticketing & Tariff

POSITION SUMMARY
The Ticketing & Tariff 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 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 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. The Ticketing & Tariff Supervisor will be responsible for direct report staff and will oversee their day-to-day productivity and quality of work.

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.
• Oversee and action the escalation request from the Global Back Office Team.
• 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.
• 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.
• 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 tools, process maps and understanding of work flow/processes.
• Performs other duties as required.  
• Responsible to staff and direct reports for optimal coverage for the operation/platform. Supervisor will be responsible for direct leadership of a small team from 5-20 agents based on operational demands.

QUALIFICATIONS, KNOWLEDGE AND SKILLS

• 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
• 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 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 - 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 - 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 office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. Ability to work remotely: must have high internet speed and quiet environment to focus on the operation.  Available 24x7 as needed to deal with travel crisis and be flexible to office location based on the demands of emergency travel support.