Are you a natural problem-solver with the ability to motivate and guide others?  Do you thrive in a fast pace environment where new challenges arise every day?

As a FROSCH After-Hours Team Manager you will have the chance to utilize your travel industry experience through creative problem solving and providing leadership to our After-Hours team to achieve high standards in client service delivery.

What FROSCH Offers You?

  •  Flexibility to work from home
  • Opportunity to make a difference in a growing global company
  • Strong collaborative environment
  • Medical, Dental, and Vision benefits plus 17 supplemental benefits
  • IATA and LifeMart benefit
  • Gym Reimbursement
  • Continued Industry Training
  • Employee Recognition Program

Job Details:

  • Manage and monitor ControlMaxx Agent Status and Skype for Business for agent accountability and proper call distribution
  • Manage and monitor the After-Hours mailbox
  • Ensure all queues are worked properly through daily monitoring
  • Evaluate agent’s performance to ensure success, coordinate any necessary training, and ensure policies and procedures are being followed
  • Attend account implementation and internal review calls
  • Send daily briefing, break schedule, uplifting quotes and account notifications
  • Meet on a weekly basis with After-Hours and Operations to review and ensure optimal agent performance and department needs are met
  • Aid in resolution of customer service issues and debit memos
  • Run pertinent reports to collect data
  • Review and Approve ADP timecards, time off request and overtime request
  • Monitor agent call recordings to ensure call quality evaluation standards are met
  • Monthly one-on-one performance reviews with agents
  • Review monthly score card, training, achievements, and identify areas of improvements


Requirements & Qualifications:

  • Recent, native GDS experience on Sabre is a must and Apollo is a plus
  • Previous work experience with a Travel Management Company is required
  • Experience with trouble shooting PNR, quality control, ticketing, and technical issues
  • Effective leader with the ability to supervise, motivate and develop team
  • Maintain a positive and professional work environment
  • Possess strong commitment to team environment, collaborating with others to solve problems and develop innovative solutions
  • Ability to pro-actively resolve problems independently, and work well under pressure
  • Strong sense of urgency as well as flexibility to change as needed.
  • After – Hours experience is preferred
  • Exemplary written and verbal communication skills


Apply Now

Equal Employment Opportunity Policy Statement
FROSCH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, FROSCH complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
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