Ticketing Department Manager

Ticketing Department Manager

$ 60,000 + Bonus + Benefits + Parking 
Toronto, ON 

Job Summary

The Manager is responsible for aligning agents, employees with business objectives. Incumbent formulates partnerships and delivers value-added services that support business priorities. Oversees functions including policy compliance, hiring, on boarding, training, performance management, discipline, termination, and other related actions. Interacts with cross-functional teams such as finance, operations, facilities, procurement, and other divisions. The environment is fast-paced and requires a high degree of initiative, judgment, and critical thinking to carry out day-to-day activities.

Supervisory Responsibility

This position has direct supervisory responsibilities and does serve as a coach and mentor for different positions in the company requiring heavy team engagement and good diplomacy skills.

Essential Functions

· Oversees general Travel Agency functions of the company, reporting directly to the CEO and Board of Directors.

· Works with senior managers to develop strategic initiatives that promote a high-performance workforce and a corresponding supportive culture to encourage customer service and sales.

· Establishes independent contractor terms and agreements (e.g., travel agents). .

Designs and delivers training curriculum and programs for employee and agent training in both online and in person formats using various software and learning systems.

· Identifies training needs for business units and individual executive coaching needs.

· Following initial training, complete the following steps daily, weekly, or monthly as required:

o Complete agent training with new employees including review of monthly staff updates.

o Review agent shifts, customer services and sales.

o Establish the customer relationship and agent’s follow up to the request.

o Maintain agent correspondence with customers and check the video recording to ensure compliance with company standards.

· Evaluates employee performance data, tracking daily sales, service measures and comparisons against company data to ensure consistency and achievement of standards.

· Assists international employees and agents with expatriate assignments and related issues.

· Provides input on business unit restructures, workforce planning and succession planning.

· Coordinates the performance management program and related improvement initiatives.

· Works with senior management to develop a comprehensive total rewards program to oversee and manage pay, commissions, bonuses, benefits, and other rewards programs.

· Manages and resolves complex employee and agent relations issues and conducts effective, thorough, and objective investigations to identify and resolve issues as possible.

· Maintains in-depth knowledge of legal requirements related to day-to-day management of employees and agents to reduce legal risks and ensure regulatory compliance.

· Builds, develops, and maintains ongoing professional working relationships with employees, agents throughout the organization to establish and maintain trust.

· Reviews key performance measures and prepares reports for Board of Directors on top indicators, trends, and decision-making strategies.

· Drives continuous improvement in related programs, policies, and processes.

· Performs other related duties as assigned.

Required Skills/Abilities

· Demonstrated proficiency in AMADEUS and SABER Ticket reservation, Ticket Issuance, Ticket changing dates.

. Demonstrated proficiency in Hotel reservation and combination of the Ticket and Hotel reservation and how to bind them and make the discount for the customers.

· Demonstrated proficiency in Microsoft Office including Word, Excel, PowerPoint, etc.

· Advanced interpersonal, verbal, and written communication skills.

· Strong analytical, problem-solving and data management skills to produce reports.

· Resourceful and creative to effectively research, benchmark, and support solutions.

· Excellent skills in organization, attention to detail, time management, meeting deadlines.

· Confident in consulting, guiding, and persuading internal customers and stakeholders.

· Ability to learn and maintain product knowledge and stay current on product updates.

· Ability to interface with many international destinations to establish relationships and cooperation.

· Knowledge of applicable employment laws.

· Knowledge of independent contractor regulations specific to the travel industry.