Job Description - Manager I, Traveler Experience (USEmbassy) (25000021) Job Description Manager I, Traveler Experience(US Embassy) - (25000021) CWT is one of the world's leading digitaltravel management companies and as aBusiness-to-Business-for-Employees (B2B4E) travel managementplatform, companies and governments rely on us to keep their peopleconnected – anywhere, anytime, anyhow – and across six continents,we provide their employees with innovative technology and anefficient, safe and secure travel experience. Joining us meansbeing part of a market-leading global company, working in acollaborative, multi-cultural and entrepreneurial environment. Inthe Traveler Experience organization, we provide more than just abooking. Through the combination of people and technology, we arefocused on the complete travel experience – delivering world-classservice to our customers through the channels they prefer. We areon a journey to become the leading digital travel managementcompany and we will get there by moving forward together. PositionOverview Traveler Experience (TX) is seeking a Manager, TravelerExperience (US Embassy) The Contact Center and Client Manager areresponsible for ensuring quality, productivity, and the achievementof all company targets within the contact center. This role isdedicated to managing the relationship with a specific client, theUS Embassy, ensuring their needs are met with the highest standardsof service. Position Description Together with other activities inwhich you will be involved as part of the TX Operations Team, yourmain responsibilities are: - Team Management: Supervise, train, andmentor customer service representatives to ensure they meetperformance standards. - Operational Oversight: Develop andimplement procedures to enhance the efficiency and productivity ofthe contact center. - Customer Interaction Analysis: Monitor andanalyze customer interactions to identify areas for improvement andensure high-quality service. - Performance Evaluation: Conductregular performance evaluations and provide feedback to teammembers. - Escalation Support: Handle complex customer issues andescalations to ensure timely and satisfactory resolutions. -Coordination with Other Departments: Work closely with otherdepartments to ensure seamless service delivery and address anyoperational challenges. - Compliance and Reporting: Ensurecompliance with company policies, industry regulations, and legalrequirements. Prepare and present performance reports to seniormanagement. Qualifications Position Requirements Experience &Education; - University degree or equivalent experience - 6 Years ofexperience in management positions and leading teams. - Travelindustry experience preferred - Languages: Advanced Englishrequired; Local market language native - Knowledge, skills, andabilities (KSAs): - Leadership; Passion; Caring; Integrity -Excellent verbal and written communication skills; strong businessacumen. - Expert knowledge of customer service satisfactionrequirements - Strong problem-solving skills - Key Competencies: -Client Focus: A strong commitment to understanding and meeting theneeds of the US Embassy. - Leadership: Ability to lead and motivatea team to achieve high performance. - Adaptability: Flexibility toadapt to changing client needs and business demands. - Attention toDetail: Keen eye for detail to ensure accuracy and quality in allaspects of the job. CWT is committed to creating a diverseenvironment and is proud to be an equal opportunity employer. Allqualified applicants will receive consideration for employmentwithout regard to race, color, religion, gender, gender identity orexpression, sexual orientation, national origin, disability, age,or veteran status. CWT also offers opportunities to all job seekersincluding job seekers with disabilities. If you need reasonableaccommodation to assist with your job search or application foremployment, please contact us by sending an email toTalentAcquisitonAmericas@mycwt.com. In your email, please include adescription of the specific accommodation you are requesting and adescription of the position for which you are applying. PrimaryLocation: Bogota Work Arrangement: Office - Client Employment type:Standard Job Family: Travel Operations Support Scope: RegionalTravel: Yes, 5 % of the Time Shift: Day Job Organization: TX_GlobalOperations (Exec) Job Posting: Apr 2, 2025#J-18808-Ljbffr