Airline System Supervisor (Remote Opportunity)

ALG Vacations (ALGV), part of Hyatt, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's leading vertically integrated travel, hospitality, and leisure management groups, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations. Grow your career as an Airline Schedule Change Supervisor within ALG Vacations. In this role, you will be directly responsible for the supervision, development, assessment and effective utilization of talent for the Airline Systems or Airline Schedule Change Coordinators. He/She/They will serve as the main resource in administering and managing the risk block and scheduled air programs working closely with internal marketing teams, airline contacts and other departments as required. This team member will be a primary resource for analyzing and ensuring accurate implementation of air contracts. Additionally, he/she/they will be part of a leadership team focused on end-to-end customer service vision, profit maximization and enhancement of colleague's skills. This role will monitor calls, emails, and queues to ensure completion within established metrics. The position requires researching and resolving escalated issues for scheduled air and exclusive vacation risk flights and includes interacting directly with internal staff or external customers via email and phones as well as airline partners. This role is primarily responsible for training new coordinators on the job functions and responsibilities. The team member will perform these functions in adherence to company guidelines and upholding revenue expectations while showing compassion for our customer?s situation and working to ensure their satisfaction in a resolution. Essential Functions: ? Lead, develop, coach and hold accountable a team of people in their performance of their daily projects and tasks. ? Train new members on functionality and process. ? Discretionary authority to resolve issue in a manner that maintains good customer relations. ? Utilize all airline computer systems to review PNR?s, issue tickets, process exchanges, voids and refunds and work queues. ? Utilize ALG reservation system to enter comments and send confirmations of changes. ? Monitor and report on insurance recovery ticketing. ? Maintain information sheets for airline processes and contracts. Update system with data required for reservation and ticketing processing. ? Inform Managers of issues impacting delivery of end-to-end service. ? Provide feedback to Managers on escalation issues or feedback on system errors. ? Run and work reports on exceptions or failures. Analyze data for improvement of training and processes. ? Handle escalated issues. ? Track team metrics and meet established goals. ? Testing and development of new technology and procedures. ? Work with other departments as needed to resolve issues. ? Additional duties as assigned. Qualifications: ? Experience with an airline system required. ? Knowledge of MS office. ? Experience with internal reservation systems a plus. ? Displays patience and respect when dealing with direct reports, internal teams and travel agents who may be upset or have difficult questions; easily identifies red flags and knows when to escalate situations. ? Ensures all department procedures are updated and accurate. ? Strong understanding of customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction. Able to apply our core values and ground rules to job functions on a daily basis. ? Ability to problem solve including identifying the issue and reviewing related information to develop and evaluate options. ? Ability to work independently. ? Highly organized, ability to multitask, make decisions, provide direction, make recommendations, and meet department deadlines. ? Judgement and decision-making considering the relative costs and benefits of protentional actions to choose the most appropriate one. ? Ability to work independently and as part of a team. ? Excellent communication skills both verbally and in writing; is able to anticipate audience, proactive. ? Identifies methods for improving processes and adding value. About ALG Vacations It all begins when our client?s book with ALG Vacations. As North America?s leading tour operator, we keep our standards as high as our passion for travel, working together with our agents to ensure every client?s vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands. ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising: ? Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands ? Destination Management Services: Best-in-class destination management services provided by Amstar? DMC and Worldstar? ? Loyalty Program: Exclusive loyalty program Unlimited Vacation Club? ? Technology Solutions: Innovative technology solutions provider Trisept Solutions?, connecting over 88,000 travel agents with leading travel suppliers. Since 2021, ALG Vacations has proudly been part of Hyatt.At Hyatt, we believe in the power of belonging ? of making people feel at home no matter where they are in the world.Since 1957, our colleagues have been at the heart of driving Hyatt to become one of the world?s leading and fastest-growing hospitality brands, without ever losing focus on people and care. To learn more about ALG Vacations: https://alg.www.vaxvacationaccess.com/about-us/ Our Values At ALG Vacations, we care for people so they can be at their best. We bring our values to life every day to ensure our colleagues have what they need to thrive, be their best selves, and create memorable guest experiences. Experimentation ? Empathy ? Inclusion ? Integrity ? Respect ? Well- Being Our Commitment to Diversity, Equity, & Inclusion Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board?from who we hire and develop, organizations we support, and who we buy from and work with. We?re proud to offer exceptional corporate benefits which include: ? Travel Perks and Benefits for both ALG Vacations and Hyatt ? Medical, Dental and Vision Insurance ? Basic Life Insurance ? Short- & Long-Term Disability ? Paid Parental Leave ? Corporate Wellness Program ? Travel Discounts & Deals ? Paid Time Off & Holidays ? 401(k) Plan with Company Match We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks. The salary range for this position is $49,600 - $62,000 The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.