Job Description

Job Purpose
The Team Coach at GBT is accountable for leading a team of Travel Counselors and managing overall performance, coaching individual Travel Counselors and guiding the team to create exceptional business travel experiences for customers. The role holder is responsible for supporting the team and Travel Counselors to meet or exceed key service metrics, revenue targets and performance indicators. They are also accountable for client relationships and customer and employee experience.
Other key responsibilities include operationalizing Business Travel Client policies and supporting clients\xe2\x80\x99 service needs.
The role will have approx. 25-35 direct report Travel Counselors as standard and report to a Service Leader. The team size may vary depending on which customers and platforms the Team Coach is supporting. The role\xe2\x80\x99s focus is split 75% on coaching and performance evaluation, and 25% on commercial relationships.
Key accountabilities
People

• Act as the People Leader for all Travel Counselors in the team
• Complete Compas (Service Metric Tracking system) Journals in line with the Coaching cycle.

\xe2\x80\xa2 Coaching \xe2\x80\x93 provide regular, documented coaching and feedback to team members, ensuring all are meeting or exceeding performance targets. \xe2\x80\xa2 Monitor (calls, e-mails, chats etc.), review and coach on Compas and other KPI metrics at the individual and team level

• Investigate service and quality errors, provide coaching and feedback
• Make decisions on performance ratings and compensation that are aligned with GBT standards
• Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable
• Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized Traveler Care training program is complete

Customer

• Represent Traveler Care for all new implementations within the team
• Participate in meetings with commercial client management partners when required. Partner with SPL to determine when attendance is necessary to ensure the majority of time is spent coaching and leading the operation. Provide commercial partners with operational information that they may need for their customer facing conversations.
• Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and commercial peers as necessary.
• Analyze and act on CSAT performance, identify actions and communicate results
• Document and update the TC desktop systems and tools with client policy changes
• Keep the team informed on changes to Client travel policies

Quality/Financial

• Engage with Commercial internal partners and clients to deliver exceptional traveler care, ensure client performance goals are achieved, and manage and deliver strong traveler and arranger experience.
• Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including:

o Have a network or enterprise minded view
o SME Leaders support multiple accounts and service platforms.
o Be flexible with schedule to meet business needs
o Share information, achievements and issues with other Team Coaches

• Monitor errors (CSI/Debit Memos) in internal systems such as \xe2\x80\x98Travel Force\xe2\x80\x99 to confirm closure and return to service level expectations
• Work in collaboration with the Team Operations role to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
• Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues

Skills and experience

• People Leadership
• Passion for coaching with excellent questioning and listening skills
• Solution orientation, coaching employees to find their own solutions
• Relationship building and management
• Customer services focus
• Focus on customer and data driven decision-making
• Travel Management Company tools & systems, Global Distribution Systems, and more
• Experience working in a client first environment
• Experienced in meeting and achieving financial metrics and service targets
• High volume, rapidly changing and demanding service environment
• Business Travel or Travel Services desirable but not essential

Qualifications

• Sabre and/or Apollo experience preferred
• Case e-mail (Salesforce) experience a plus
• Demonstrated ability to work in a high pressure multiple account environment. Ability to prioritize multiple tasks.
• Proven track record of strong relationship building and networking outside of the immediate team

Location Canada - Ontario - Virtual Location


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