Superv - Contact Center (Remote Opportunity)

Organization- ALG Vacations and Trisept United States OfficesSummaryALG 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 During Travel Supervisor within ALG Vacations. As a member of this team, you will provide support to customers/TAs that experience issues day of departure or during travel. Their responsibilities include, but are not limited to, providing support to During Travel Leads and colleagues on all vacation brands regarding policy, procedure, and system functionality while ensuring education and coaching is provided to enable DT agents to exceed expectations. The role focuses on providing coaching on process, customer service skills, and de-escalation techniques and to ensure the team meets and/or exceeds specific quality and service metrics.A successful team member is knowledgeable on During Travel (B2B/B2C) policies, has the ability to accurately interpret supplier policies, and possesses strong problem-solving skills. The role works closely with other teams as well as with the leaders of the During Travel team outside service providers. Essential Functions:• Manage colleague performance metrics, hold QA and outside service provider alignment meetings. • Assist During Travel Agents to resolve real time issues occurring for customers in travel.• Investigate and ensure clear communication and resolution of escalations from various sources. • Manage/coach/develop During Travel Team Leads and responsibilities. • Escalate negative customer experience trends, recommend and implement process improvements. • Resolve escalated issues independently. • Ability to be flexible with scheduling. • Report system and product disruptions to service. • Proficient in GDS and utilization of CRM. • Act as the voice of the customer/TA and provide feedback for process improvements.• Ability to navigate multiple systems including MS Office, internet, and proprietary systems. • Ability to quickly and accurately comprehend numbers by adding, subtracting, multiplying and dividing. • Communicate with others via voice, email and chat clearly, concisely, and with professional context. • Ability to conduct and arrange cross training for colleagues to be multi-functional. • Review and Support outsource service provides and on shore colleagues with QA on email and call handling. Qualifications:Experience:• High School Diploma.• 1 to 3 years of Call Center experience in advanced Customer Service or Support role, computer proficiency. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary. About ALG VacationsIt 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:Our ValuesAt 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- BeingWe’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 MatchWe 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-$56,300. 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. We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.Apply tot his job