Gds Supervisor

**About This Job**:
The GDS Supervisor is responsible for supervising the GDS Team; ensuring the GDS agents provide proper support to the members and Travel Teams; having a priority focus on proactively service, review, and action all transactions related to air bookings for a seamless service to all members, with a special emphasis on escalations from all sources, including but not limited to: call center, social media, and brand partners.

**Responsibilities**:

- Monitor the telephone queues, ensuring agents' adherence to lunch and breaks.
- Ensure all members' requests (sales and post sales) are processed expeditiously.
- Answer supervisor calls to assist escalated members, taking ownership of the more difficult cases that require problem solving skills (technical and/or upset customer handling) beyond the GDS Agents' capabilities and/or decision-making empowerment.
- Assists GDS Agents with issues: technical, clerical, and customer service escalated cases.
- Ensure GDS Agents adhere to all company policies and procedures, including attendance.
- Track GDS Agents performance on KPI's, productivity, attendance, behavior, and customer service.
- Evaluate calls and provide coaching to the GDS Agents per the Supervisor 180 program guidelines. Provide special emphasis and follow-up to GDS agents having underperformance on the above indicators.
- Monitor telephony, system and facilities for proper functionality; report & follow-up on issues and disruptions.
- Meet his/her own individual goals on Productivity and KPI's.
- Follow through in the resolution of PNR/ticket issues with airlines. Work personally highly escalated cases.
- Aid and serve as backup of the Sr Manager of Air Ops for delegated tasks such as reports, projects, planning.
- Perform other duties as needed or required, including special projects as assigned.

**Requirements**:

- GDS proficiency at advanced level; Sabre preferred. Internals: 1 year or more prior GDS experience.
- Travel industry knowledge mandatory
- Experience on travel agency Backoffice systems (Trams, Agency Manager, IAR, etc.) is a plus.
- Excellent communication, interpersonal, problem solving, and negotiation skills.
- Ability to handle escalated issues, difficult people and/or situations.
- Ability to handle multiple tasks by prioritization.
- Availability to work nights, weekends, and overtime when approved.
- Self-motivated and able to learn quickly
- _Must be willing to work on an American schedule (between 7:30pm-7:30am)_

**Who We Are**:
Welcome to **_arrivia_**. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

**Our Core Values**:
Here at** **_arrivia_** we
- **Stay Curious** - Explore new challenges and make space to learn, grow and improve
- **Keep it Real** - Earn trust through open, honest and clear communication
- **Own it** - Seek ways to make an impact and take action.
- **Win Together** - Create a culture of connection and inclusion where everyone can be their best

**Additional Benefits**:

- Employee Assistance Program
- Employee Referral Program
- Dedicated Employee Enrichment & Recognition Programs
- Exclusive Travel Rates on: Cruise, Resorts, Hotels, Tours, Flights & Car Rentals