Position Title: Air Customer Service Supervisor

Summary: Viking is seeking an experienced travel professional with current leadership and travel industry experience.

Responsibilities:

Responsible for daily oversight and supervision of remote and on-site employees. Provide guidance, support, and resources to your team, so that they may offer the highest quality service to our guests and travel partners. Communicates all air issues that can adversely affect quality and costs on bookings for quick remedial action promptly to the Manager of Air Customer Service. Responsible for reporting and communication on the status of team productivity, special projects, operational issues, and resolution including but not limited to customer satisfaction, debit memos, and call metrics. Some travel may be required.

Other duties as required, such as:

• Manage a customer service team consisting of team members located in Tempe, Boston, Los Angeles, and internationally via conference calls and in-person meetings.
• Report daily on agent adherence and productivity.
• Complete payroll daily to ensure timecards are accurate and up to date.
• Manage relationship with leadership team of outsource partners.
• Create reports and analysis on performance of outsource partners.
• Collaborate with direct report leadership team and trainers to ensure Viking standards are being implemented, and consistently measured.
• Meet with each agent on your team monthly to review Key Performance Indicators.
• Work with manager to ensure proper scheduling/forecasting and call routing for department needs.
• Ensure employees are properly trained from end-to-end, including recurring training.
• Ensure agents are providing a high level of customer service.
• Develop and document workflow procedures and ensure the procedures are implemented and maintained at a quality level.
• Participate in formulating and administering company policies and develop long range goals and objectives.
• Ensure selected employees are competent, have positive attitudes, and are qualified per Viking Air standards.

Qualifications and Requirements:

• Ability to work variable shifts including weekends
• Thorough, competent knowledge in airline, reservation, and back office systems
• Competent proficiency on all MS Office products including excel, power point and word
• Analytical reporting and analysis tools
• Some GDS knowledge and usage
• High level of competence with Avaya CMS or comparable contact center tools
• Experience working with a biweekly payroll of 30+ employees with a fast-growing hourly workforce
• Proven leadership proficiency