Operations Supervisor

Since 1990, Europe Express has been a trusted partner to travel advisors, offering customized European travel at competitive prices for both independent and group travelers.

We are passionate about the wonders of Europe and committed to delivering exceptional client experiences. By equipping travel advisors with in-depth destination training and unparalleled resources, we empower them to succeed at every stage of their careers.

Join our team and be part of a collaborative environment that values shared learning and a passion for crafting unforgettable holidays.

We are looking to hire an **Operations Supervisor**to join our team Reporting to the **Operations Manager**, you’ll be responsible for overseeing the day-to-day operations of the department, coordinating tasks with the team, and ensuring they are done accurately and on time. The supervisor is also responsible for approving vacation time and ensuring that plans are in place to cover the workload of absent employees, as well as managing the weekly record-keeping of time worked.

**What**we’ll**offer**:

- Hybrid work environment
- Competitive Base Salary + Bonus
- Growth Opportunities
- Training and Development

**What you’ll do**:

- Oversee workflow to assist employees in knowing their job responsibilities and delegated duties
- Assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
- Train new team members and ensure existing team members are kept informed of changes and new information
- Keep track of employees' schedules, vacation
- Coach employees by giving them constructive feedback, being their primary point of contact
- Gathering and submitting performance reports and reporting to superiors, keeping them informed about staff growth
- Proactively provides feedback to management and works with management to develop solutions to improve processes
- Evaluate and empower employee performance to achieve short and long-term objectives
- Assist the team to adapt to change and overcome resistance
- Ensure the team efficiently and accurately processes services confirmations in the system (Softrip) while following all company policies and procedures, maintaining quality standards through regular checks
- Encourage employee engagement while building a positive atmosphere at work, mediating disputes, facilitating communication, and promoting resolution among the team.
- Address inquiries and complaints from customers while they travel
- Cultivate collaboration and strategize to manage the team’s workload
- Communicate effectively with suppliers from all over Europe, ranging from hotels, DMCs, transportation companies, tourist attractions, and any other services
- Ensure Europe Express’s safety management system is followed
- Support the Reservations Team to ensure seamless delivery of FIT services
- Lead by example. Make decisions with confidence, demonstrating the behavior, attitudes, and approaches that you want your team to emulate
- Participate in the emergency duty rotation, which includes being on-call during local festivities and/or night shift 2-3 times per year
- Other tasks assigned by the Manager or Director

**What you’ll bring**:

- Experience in operations or after-sales within the travel industry
- Experience in supervising teams
- Fluent written and spoken English (additional language skills as Italian, French, Spanish, German, are an advantage)
- Ability to solve conflicts and mediation
- Ability to work effectively in diverse environments, showing adaptability and flexibility
- Excellent communication skills, presenting information and ideas professionally with clarity & confidence, while being open, honest & objective
- Ability to communicate effectively and productively with multiple nationalities
- Experience working in complex back-office computer systems
- Well-organized and driven to excel in a fast-paced environment
- Ability to demonstrate a consistent high level of attention to detail and accuracy
- Courteous and professional telephone manner
- Proficient in MS Office, including MS Excel, MS Word, and Outlook
- Knowledge of Amadeus or other GDS is a plus.

We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

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