Director of Agency Support
Job Overview
  • Job Title

    Director of Agency Support

  • Date Posted

    2023-07-20

  • Job Location

    Remote

  • Job Type

    Full Time
    Permanent

  • Office Location

    Irvine, CA

  • Office Name

    Uniglobe Travel Center

Job Description

Uniglobe Travel Center (UTC) is our host agency division that supports 500+ independent contractor agents.  This position is a leader of the team that supports those agents on a day-to-day basis. 

Responsibilities

  • Work with and oversee UTC Support - including technology and operational tools to perform daily tasks as needed, as well as, implementing policies, procedures, processes and strategies. 
  • Maintain communication with accounting and other departments to ensure proper workflow.
  • Adhere to company and industry best practices to ensure team members are in compliance and demonstrate these practices when servicing/supporting travel advisors. 
  • Continuously update agent portal to enhance efficiency for both support team and UTC travel advisors.
  • Send out relevant correspondence to UTC travel advisors.
  • Provide IC’s assistance with PNR (Passenger Name Record), Quality Control (QC), ticketing, and technical issues.
  • Handle escalated calls from travel advisors and their clients.
  • Manage processing of preferred airline waivers and favors.
  • Work with AVP and VP to create and implement new revenue streams.

Required Skills & Qualifications

  • Must have current proven working knowledge of technology tools: GDS systems, Amadeus and or Sabre, as well as Tres back-office accounting system, Clientbase, and Microsoft Office. 
  • Must have management experience
  • Ability to manage PNR’s, Queues and preform Voids, refunds and exchanges in Amadeus and or Sabre.
  • Strong and proven organizational, communication, multi-tasking, and leadership skills.
  • Superior knowledge of multiple operational functions and principles, including budgeting, customer service, production, and employee management. 
  • Proven ability to plan and manage operational processes for maximum efficiency and productivity.
  • Ability to streamline and implement processes and procedures. 
  • Strong knowledge of travel industry standards, practices, regulations, and legal guidelines. 

Compensation/Terms:

  • Full Time – Salaried $67K- 75K DOE
  • Insurance/401K
  • Some weekends and evenings will be required
  • Reports to AVP, Operations

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