Operations Supervisor (Government Travel)

TL;DR

Operations Supervisor (Government Travel): Leading and developing travel consultants to deliver operational services at agreed service levels with an accent on KPIs, performance monitoring, training, coaching, and scheduling. Focus on ensuring service requirements, acting as SME on government contracts, and implementing operational improvements.

Location: Remote (US-based, government travel regulations apply)

Company

hirify.global is Seneca Holdings' full-service travel management company offering 24/7 support, travel expense management, policy implementation, technology solutions, and vendor negotiations for businesses, governments, and personal travelers.

What you will do

• Supervise travel consultants, fostering team culture, improving KPIs, monitoring performance, training, coaching, and scheduling.
• Manage real-time service levels for phones, emails, and queues, adjusting staff for volume spikes.
• Coach consultants on technical and customer service skills, providing feedback on monitored calls.
• Act as SME on government contracts, regulations, and service details.
• Monitor individual and team performance goals under Operations Manager direction.
• Oversee process reviews, error reduction, and implementation of best practices and improvements.

Requirements

• Minimum 5 years managing travel services, specifically global government travel
• Extensive experience with government regulations including FTR, JTR, and Fly America Act
• Proven record meeting SLAs for telephone, quality, and productivity.
• SME on technical, procedural, government regulations, and complex travel requests.
• High school diploma or GED; 3-5 years related experience or equivalent.
• Proactive approach to systems, processes, issue prevention, and KPIs.
• Strong communication skills, initiative, and positive role modeling.

Nice to have

• Bachelor's Degree

Culture & Benefits

• Competitive pay, comprehensive medical, dental, vision, life, disability benefits.
• Voluntary benefits, health savings/flexible spending accounts, 401K retirement plan.
• Flexible work-life balance, professional development, performance recognition programs.
• Collaborative environment embracing mission to provide financial and non-financial benefits.
• Full-time employees (30+ hours/week) eligible for benefits and paid leave.