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Assistant Manager, Travel Software and Training

Thank you for your interest in Travelink, American Express Travel! We are committed to providing a first class experience for all our clients, internal and external. We promote a professional and fulfilling, collegial team work environment for all of our team members. We're different from the rest: We are dedicated and take action to always go the extra mile for our customers. Everything we do is focused on the objective of exceeding our customers' expectations. If you have a passion for superior customer service, we want to hear from you!

Position Overview:

The Assistant Manager, Travel Software and Training will have 5+ years experience as in the travel industry, be self-motivated, articulate, with strong interpersonal skills and a proven track record as a team player with the highest degree of professionalism.

Required Skills & Experience:

  • Build & manage Travelink Platform Concur sites
    • Work with Client Services for client implementation calls
    • Work with Concur to expedite the new site request
    • Provide training for new and existing Travelink Platform Concur clients
    • Maintain and update sites as needed to keep them on the cutting edge
  • Manage multiple reporting systems
    • Assist client services with report needs and training (Ex: Grasp, Trams)
    • Create reports as needed
    • Work with Vendor Support to resolve issues
    • Set up new accounts with automated reports
    • Create & maintain Interactive Booking Reports
  • Mitel UCaas/CCaas System – Including, but not limited to the following list:
    • Support the Operations team in researching calls with the Navigator Portal
    • Adding and updating agent information within Contact Center, and Web Ignite
    • Maintaining and updating phone reports
  • GDS (Sabre)
    • New agent setup
      • Build EPR
      • Order TA’s
      • Airline Agent Sites
    • Sabre 360
    • Sabre Red Apps
      • Research and Test New Sabre Red Apps
    • Tripcase
      • Provide Updates upon new releases
      • Agent/Client Support
    • HIC Table/Ticket Printers
    • Scripts
    • Assist building and maintaining new TL platform client & traveler profiles with assistance provided by Sales, Client Services, BTS managers, team leads and agents
  • Backup - Concur (GDSX) QC/ Auto Ticketing
    • Assist w Agent Training
    • Maintain and Create customized rules
    • Assist w/Commission Contracts
  • Maintain high-level knowledge of various software systems, including updates and training, required in day-to-day use of this position, as well as others. Including, but not limited to, the following list:
    • Yapta
    • Trondent
    • Agency Technology
    • Cvent/Concur
    • Zoom / Skype Video Conferencing
    • Zoho Database
    • IAP
    • DocuSign
  • ClientBase
    • New agent setup
    • Troubleshoot and/or resolve issues as needed
    • Assist w/Reporting
  • Backup – Knowledgeable of training procedures and able to train all new BTS hires, and existing agents: 
    • Assist w/defining, creating, documenting, and facilitating the training of new agents and managers to provide an exceptional customer experience for Travelink American Express clients.
    • Collaborate with Operations (BTS & VTS) in determining team and/or individual training needs.
    • Assist w/developing and maintaining regular training schedule for the year and as-needed training for new hires, existing agents, agent/team lead / manager groups and “other” staff members for various travel software.
    • Assist w/development and maintaining training materials in consultation with BTS & VTS managers, AMEX representatives, and other Travelink and/or American Express departments.
    • Utilize available resources (i.e. phone reports, phone monitoring software, CSI’s, debit memos) to help determine specific training needs of existing agents (as individuals and groups).
  • Complete special projects and such other duties as needed

Qualifications:

  • Analytical
  • Problem Solving
  • Comfortable with software integration
  • GDS – working knowledge of Sabre preferred
  • Proven leadership skills
  • Committed to exceptional customer service to internal and external customers
  • Work with virtual users
  • Ability to communicate/negotiate with customers, management, staff and vendors
  • Highly developed people-skills
  • Excellent communication skills – verbal and written
  • Proactive in all tasks, operating with a sense of urgency
  • Creative and forward thinking with ability to research and implement solutions
  • Inquisitive
  • Calm demeanor
  • Ability to handle multiple tasks
  • Team oriented / Team builder / Ability to focus on employees & clients
  • Organized and detail oriented in daily work
  • Commitment to ongoing job and personal development
  • Working knowledge of Microsoft Office products, general computer operations
  • Understanding of ACD systems and call center operations
  • Strong industry knowledge
  • Anticipate issues and resolve prior to happening

Expectations:

  • Active involvement with Implementation Team to assure smooth transition for incoming accounts, including – but not limited to – participating in weekly Implementation calls
  • Interface with customers – demo software, training, etc.
  • Liaison to Operations for training purposes
  • Timely response to emails and phones calls/voice mails
  • Submit a weekly task list to VP, Technology & Software
  • Maintain open communication with employees, independents and senior staff
  • Assure compliance with Travelink policies and procedures
  • Stay current on Travelink and American Express communications
  • Act as a resource related to American Express & Travelink business travel platforms
  • Safeguard company information and property at all times
  • Notify VP, Technology & Software or other Leadership member of suspected ethical or security issues
  • Be available to take business calls and work on special projects when necessary
  • May be required to travel for customers, trainings, etc.

To apply, please submit your resume and cover letter to the below submission form.

Topics: Location - United States, Location - Nashville, TN, Technology

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Travelink, American Express Travel is an equal opportunity employer.