Global Support Desk Supervisor

Carlson Wagonlit Travel (CWT) is a global leader specializing in business travel management and in our Traveler Servicesteam we believe in providing the best in class customer experience in the most seamless and efficient way.

We are proud to have been named the most admired Travel Management Company and we are even more proud that

we achieved it together. Whether we are booking government travel advising on international security or establishing relationships with global corporations we work in collaboration with clients and CWT departments. We support each other. We grow as a team. And to us thats what makes a world of difference. Learn about our opportunities and start your journey.

Major Areas of Accountability:

1)As a working supervisor monitor that all necessary functions of the Global Support Desk are met within the guidelines established ensuring that all commitments to the Client are met.

2)To have a complete working knowledge of all functions within the team and to assist in queue management to ensure all work assignments are complete on an ongoing basis including but not limited to:

Monitoring designated Rate Tracker (FareIQ & RoomIQ) queues to ensure they are worked accurately and assist where needed.

Be able to support unused Ticket Management

Possess knowledge of the Accenture Global Career Program (GCP) processes and assist in its fulfillment as needed

Effectively utilize automation tools to successfully research production issues.

Assist in ad-hoc phone support for emergency weather related incidents to the Global Support Centre (GSC).

Manages and supports the Accenture International Rate Desk team

Creates and maintains all scheduling rosters to ensure 24/7 coverage

3)Assists in the workflow process as much as possible and being fully proficient with all the GSD functions processes and tasks.

4)Monitors team members related to work performance and attendance calling out any potential issues as needed. Assists coaching the team with positive and constructive feedback for work performance improvements.

5)Keeps Director promptly and fully informed of all matters of significance and takes prompt corrective action where necessary or suggests courses of action which may be taken.

6)Interfaces with each Global Service Centre as needed to ensure their needs are met.

7)Maintains appropriate level of confidentiality for information shared/observed by position i.e. personnel work habit issues.

8)Attends staff and training meetings for ongoing updates in the travel industry and office procedures.

9)Performs all other duties as assigned.

Excellent customer service skills

Minimum 3 - 5 years of a Team Supervisory role in the travel industry or customer related industry with similar processes

and goals

Knowledge and Skill Required

Ability to work in and understanding of the SABRE Global Distribution System (GDS)

Competency in the CWT Power Turbo booking process

Completion of an accredited travel school program or equivalent experience related to travel and ticketing production.

Knowledge of the ticketing process desirable.

Strong Excel MS Office and PC knowledge

Excellent communication skills.

Strong analytical skills

Previous people management and motivational skills desirable