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Operations Support Specialist

4 months ago


Oshkosh, United States Fox World Travel, Incorporated. Full time

** Operations Support Specialist**

**Job Category****:** Office & Administrative Support **Requisition Number****:** OPERA001318 Showing 1 location **Job Details**

**Description**

***Summary***

Responsible for administrative and analytical support of the corporate operations team, by delivering on assigned tasks and responsibilities. Gather and analyze data to identify patterns and make recommendations to help support Fox World Travel goals in areas of: Business Travel Associate error reduction, continued process improvements, and generating innovative ideas to continue development business travel industry best practices.

***Essential Duties and Responsibilities***

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

* Upload important Business Travel Associate facing documents to the Fox intranet site in relation to time sensitive airline information like weather waiver updates, new airline procedures, etc.

* Conduct regular audits of debit memo reports, accounting service fee reports, and other reports that support the Business Travel Division as identified. Track findings and summarize metrics for leadership along with recommendations for improvements. Provide scheduled monthly status updates of progress with implemented solutions or solutions in process including impact.

* Monitor Business Travel Specialist queues to ensure they are worked correctly and within our business travel policy timeline metrics.

* Research daily accounting errors and complete Service Fee Error report via Microsoft excel to establish and track trends. Make recommendations to Operations Director to resolve challenges in the future. Schedule regular and/or periodic meetings to share findings and seek feedback with various members of Business Travel Division Operations team.

* Research debit memos, resolve or challenge as needed, complete required reporting within the Debit Memo Error Report using ARC Memo Manager. Track and establish trends to make recommendations for future debit memo resolution.

* Support internal & external customer requests by researching, resolving, and responding to the appropriate party within our outlined SLA.

* Become Five 9 expert, pulling phone calls, phone monitoring working with BT associates to ensure we are meeting our customers service levels.

* Update associate schedules, time off requests in Shift. Evaluate staffing level to approve time off requests, and adjust schedules as needed for coverage.

* Support customer profile building, non concur and VIP360

* Assist internal and external customers with process questions when needed.

* Support Credit Card reconciliation questions from our internal teams

* Support leadership and ensure customer updates are completed within set SLA, AMP updates, BAR changes, research of errors

* Assist with Group profile updates

* Drive standards and best practices whenever possible and effectively foster a culture of engagement.

* Recommend new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.

* Other duties, projects and alternate assignments as determined by business need.

* Stay abreast and become reliable resource of business travel industrys cutting edge practices to enhance the organizations processes and reputation for new ways of accomplishing various requests. This includes frequently exploring opportunities to add value to job accomplishments through training, networking internally and externally, review of business travel publications and articles, etc.

* Act as a resource for Business Travel Division leadership team providing insight on various items that arise in relation to day-to-day operations support.

* Maintain a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect.

* Enhance the organizations reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

* Follow Standard Operating Procedures (SOPs) with accountability to update existing and to create new SOPs to support the Business Travel Division.

***Knowledge, Skills, Abilities & Competencies***

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Knowledge, Skills and/or Abilities**

* 1-2 years travel industry experience

* Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment

* At least 1 year demonstrated proficiency in GDS with strong preference toward Apollo, Smartpoint knowledge a plus, comfortable with researching reservation history

* Basic knowledge and demonstrated proficiency of all Microsoft Office Applications

* Ability to work effectively in a team environment yet comfortable working independently as work responsibilities permit

* Ability to gather and analyze statistical data, generate reports, and coordinate and administer complex administrative systems and processes

* Ability to work flexible hours with short notice as needed based on business need subject to unexpected issues that affect our business travelers such as weather or travel security.

* Ability to communicate with confidence and create a credible impression to operations leadership in various meetings as well as monthly staff meetings

* Possess effective listening skills with ability to determine root cause quickly, check for shared understanding, and address misunderstandings promptly

* Ability to develop strong and trusting relationships to gain support and achieve results

* Self-motivated; demonstrate initiative with a strong commitment to personal goals, objectives, and work ethic

* Exceptional verbal and written communication skills, interpersonal and organizational skills

* Excellent analytical skills, attention to detail and accuracy

* Experience with problem resolution to include airline vendor interaction

**Key Competencies**

* Personal Effectiveness/Credibility

* Organizational and planning skills

* Communication proficiency verbal and written; appropriate use of grammar

* Information gathering and monitoring skills

* Problem analysis and problems solving skills

* Sound judgment and decision-making ability

* Attention to detail and accuracy

* Comfortably deal with highly complex situations

* Flexibility: ability to work efficiently and effectively with frequent interruptions

**Physical Demands**

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. *Note:* The phrases occasionally, regularly, and frequently correspond to the following definitions: Occasionally means up to 1/3 of working time, regularly means between 1/3 and 2/3 of working time, and frequently means 2/3 and more working time.

While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus.

The incumbent will occasionally be required to lift up to 25 pounds.

***Work Environment***

The work environment characteristics described here are representative of those incumbent encounters while performin