Job Description
Global Sales Support (GSS) provides 24/7 B2B support and service to preferred agency, corporate accounts and trade channels, as well as support for JV partner airlines and supports four Sales regions. The Performance Manager (PFM) provides a balance of efficiency and engagement for teams of 12-18 merit employees who are a mix of virtual and office based. The PFM operates in a matrix environment. The PFM is responsible for leading, mentoring and coaching their team to deliver industry leading customer service and to achieve overall operational performance goals.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Leads, mentors and develops teams of ~15 across a matrixed organization to offer industry leading customer satisfaction to contracted B2B agency and corporate accounts representing $20B in revenue to Delta.
Coaches team to deliver consistent and accurate customer support using solid business decisions and judgment.
Supports a 24/7 operation across 46 customer segments and 4 partner airlines (DL, VS, AF, KL).
Monitors daily customer interactions to achieve performance goals.
Establishes direct relationships with high value B2B customers to influence premium revenue sales, protect revenue margins, and offer service “after the sale” in order to strengthen the Global Sales value proposition.
Engages with Global Sales to understand and support account value and strategies.
Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
Job Requirements
Must have a bachelor’s degree or equivalent experience, preferably in a call center or operational environment.
Must have a minimum of 2 years supervisory experience preferred.
Should have the ability to manage multiple and shifting priorities in a fast-paced and constantly changing environment.
Must be results-oriented and deliver on commitments.
Must be a self-starter and good analytical thinker with an innovative approach to problem solving.
Must have strong written and verbal communication skills are required.
Must possess strong interpersonal skills and ability to work well with others in a team environment.
Should have the ability to coach and deliver feedback for developmental purposes in a positive and constructive manner.
Must have strong time management and organizational skills are required.
Should have comprehensive knowledge of company policies.
Must be proficient with use of Microsoft Office suite; working knowledge of Axis, Oscar and Air4 desired; additional applications required in role include salesforce.com, KANA, Tigre, TGM, etc.
Schedule flexibility is a must, as rotational work coverage include weekday, weekends, evenings and holidays.
Proficiency in French is required.
Must be willing to travel on a limited basis.
(If transferring internally) Must be performing satisfactorily in current position
Experience directly related to coaching and mentoring in a team environment preferred.
Working knowledge of travel agency distribution and Sales Support policies and procedures is preferred.
Groups policies and procedures a plus.
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