Operations Manager

Company Description

InteleTravel is an appointed agent for many major Travel Partners (cruise lines, hotels, holiday companies, car rental agencies, travel insurance & more) to all tourism destinations worldwide. InteleTravel has beneficial relationships with its preferred Travel Partners allowing it to offer Independent Travel Agents savings on travel for others as well as themselves via preferred rates or commission. Using state-of-the-art technology along with newly developed AI Assistance Tools that supports the InteleTravel booking engine, Agents can research and purchase competitively priced travel and exclusive offers– all whilst earning commissions. InteleTravel is a member of CLIA Middle East, UK & Ireland (Cruise Lines International Association, the official marketing and educational organization for all major cruise lines).

Role Description

The Operations Manager oversees daily customer service operations in the Delray Beach, Florida office for a travel consortium, ensuring efficient performance across support channels, supervision of staff, escalations management, and cross-departmental coordination to support high-quality service delivery.

Key Responsibilities

Customer Service Operations

• Manage daily operations across all support channels, including phone, chat, and internal email support systems.

• Ensure daily service levels and response-time targets are consistently met.

• Respond to and resolve escalated calls and emails from members, customers, and suppliers.

Team Leadership & Training

• Conduct weekly meetings with Customer Service staff for updates, performance feedback, and ongoing training.

• Provide coaching and development to ensure high performance and adherence to customer service standards.

Cross-Department Collaboration

• Communicate proactively with all department heads and supplier partners.

• Assist the Security Team with chargebacks and flagged account investigations.

Administrative & Reporting Duties

• Oversee and process bi-weekly payroll for customer service staff.

• Monitor KPIs such as service volume, response times, and quality assurance.

• Prepare operational reports and recommend improvements to enhance efficiency.

Qualifications

• 3–5 years of experience managing customer service operations.

• Experience supervising teams and leading performance management.

• Strong communication skills, both verbal and written.

• Ability to manage escalations and deliver solutions under pressure.

• Proficiency with CRM systems and support ticketing tools.

• Strong organizational and multitasking abilities.

• Experience with payroll processing.

Preferred Qualifications

• Experience in a travel consortium, host agency, travel agency, or hospitality environment.

• Familiarity with supplier relationships such as airlines, cruise lines, and tour operators.

• Knowledge of chargeback processes and fraud-prevention protocols.

• Understanding of service-level metrics and KPI reporting.

Skills & Competencies

• Operations management and process optimization

• Supplier and stakeholder communication

• Conflict resolution and escalation handling

• Strong organizational and analytical skills, including expertise in process optimization and project management.
• Proficiency in leadership, team management, and cross-functional collaboration.
• Advanced problem-solving skills and the ability to make data-driven decisions.
• Exceptional communication and interpersonal abilities for managing relationships with internal and external stakeholders.
• Experience in the travel industry and familiarity with travel-related systems or technologies is a plus.
• Bachelor's degree in Business Administration, Operations Management, or a related field; advanced certifications in operations or project management are a plus.