Travel Sales Supervisor, Travel Contact Center

AAA Club Alliance is seeking an experienced Travel Sales Supervisor for our dynamic Travel Contact Center! This position will supervise Associates and oversees daily operations in a fast-paced 24/7 environment.  The role provides direct supervision and development of all TCC Associates.  Monitor, mentor, and support the Contact Center staff in all aspects of daily operations to ensure that all established production, service level, and business objectives are met or exceeded while providing superior customer service to AAA Members.  Provide leadership, guidance, coaching, and development of Travel Contact Center Associates.  Handle escalated travel issues and ensure delivery of extraordinary Member service, the achievement of Total Member Satisfaction, and other departmental goals.  Maintain excellent relations with internal departments, travel vendors, and other business partners.

This is a work from home position, candidates must live within our territory: (·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia)

Work Schedule: 1st Shift: 9:30 a.m. - 6: p.m. Tue - Fri and 9:00 a.m. 4:00 p.m. on Saturdays. All hours are EST.

Training Requirement: Training is paid and will take place virtually, Monday - Friday (9:00 a.m. - 5:30 p.m. EST) for the first 5-7 weeks. Must be able to attend ALL training. Work schedule will begin after training is completed. All training is paid.

Why work for AAA Club Alliance?

• Fully remote/work from home.

• Computer equipment provided.

• Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays.

• Paid Training (all virtual)

• Company-wide Career mobility opportunities

What AAA can provide you:

• A starting rate of $20.62 - $30.00/hr. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as geographic location and experience.

• Medical, Dental, Vision and Prescription coverage

• 401(k) plan with company match up to 7%

•  FREE AAA Premier Membership.

•  FREE Life Insurance.

•  Auto repair, travel, and merchandise discount

•  Tuition reimbursement

•  Disability Insurance

•  Supplemental Insurances

•  Pet Insurance

•  Legal Insurance and so much more!

What we need from YOU:

• High school diploma or equivalent.

• 4 years of experience in travel sales and service and/or 2 years of supervisory experience in a fast-paced contact center or travel operation, preferred. 

• Achievement of Certified Travel Agent (CTA) within 2 years.

• In depth knowledge of Apollo or other GDS, Leisure Shopper, Viewpoint, and scripting applications.

• Effective working knowledge of Windows-based computer applications.

• Ability to effectively interact with Associates and Members in a professional manner.

• Possess analytical and problem-solving skills to provide the necessary guidance and assistance to Contact Center Associates. 

• Effective organizational, interpersonal, and communication (oral and written) skills to enable accurate completion of reports as well as communications to Members, vendors, staff and internal departments.

• Ability to flex work schedule based upon the needs of the business, including working weekends, evenings, weather events, holidays, and cover “on-call” hours.    

• Working knowledge of auditing and travel accounting policies