About the role: We have an exciting opportunity for a dynamic, hands on and analytical person to join our team in the role as   Global Call Centre Director (Sales) , here at Kognitiv. Working alongside a global team with offices in Austria, US, Hong Kong and the UK you will take the initiative and be the driving force behind our call centre’s productivity and the customer's experience.  The objective of the role is to ensure that all call centre staff are appropriately scheduled, trained, spending their time effectively and helping our customers consistently in a way that "wows" them. In doing so, you will help the team increase sales, reduce costs, improve the team’s efficiency as well as ensuring that the phenomenally high level of service remains intact! You will be part of driving efficiencies through technology - helping drive process improvement. Areas of responsibility will include (but not be limited to): Enable and motivate team members to deliver exceptional consumer experiences through ongoing support, development, empowerment and positive reinforcement. Review short- and long-term staffing plans to drive strategic focus of annual planning, quarterly forecasting and daily service level goals. Coach the team to ensure the quality of the consumer experience meets the appropriate standard and fosters problem solving and critical thinking. Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure goals are met. Lead by example in driving a culture of client centricity and ensure that the call centre is managing day to day activities appropriately to create the best employee and client experience possible. Manage performance standards and conducting staff evaluations. Ensure continuous improvement of the consumer experience by investigating and addressing root causes in a way that benefits the consumer and the business. Work closely with executive management team to ensure effective inter-departmental communication. Facilitate positive and proactive operations by developing relations with other departmental groups and key stakeholders. Improve the operational systems, processes and policies in our call center - specifically, support better management reporting, information flow and management, business process and organizational planning. Ensure compliance with the company's policies while maintaining the highest level of customer satisfaction. Who Are You?  To be successful in this role, we are looking for someone who is organized, detail oriented, and brings great travel call centre experience to the role! You will be flexible and adapt well to change in a rapidly growing company. Communication and collaboration are key for you and your ability to navigate ambiguity as well as maintaining strong relationships cross-departmentally (and geographically) is second to none. You are data driven and thrive on getting to the bottom of what needs to be done to enable and optimise an efficient, high performing and passionate team. Travel call centre experience is mandatory Min 5 years of experience and proven success developing and managing a high-performance travel call center/customer service team(s), preferably within an environment with a large volume of incoming calls Extensive experience with travel call center infrastructure Ability to use data and analysis to drive decision making Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change Experience leading front-line teams with a minimum of 50+ travel agents Ability to set strategy and follow through on tactical implementation and execution of initiatives Must demonstrate leadership, judgment, and ability to resolve complex situations with employees through impressive coaching skills We are a passionate, innovative organization with 247 employees globally and we are looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role; get in touch! Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided on the basis of qualifications, merit, fit and business need.   We always welcome international candidates to apply providing they are eligible to work and live in Canada. 

About us: Kognitiv is paving the way for the next era in B2B collaborative commerce - enabling consumer and hospitality brands to engage deeply and securely with their customer base. Brands can collaborate with suppliers and value-added partners, providing customers with personalized experiences.   About the role: Self-employed – commission-based compensation plan  As we continue to grow – we are now looking to expand our existing Home Based Sales Agent team! As a self-employed Home Based (Sales) Agent, you’re in control ! This means you can tailor your shifts around your private life, ensuring the ultimate work/life balance that suits you and your loved ones. Like our customers, you love the travel industry and you are phenomenal at making our customers feel important. Your desire to deliver the highest possible standard of customer service is what makes you tick and that’s why we want you to join us! Apart from your exceptional Travel Agent background , your passion for unrivalled customer service and your ability to build and nurture customer relationships , we ask that you can work from a location which is free from background noise . This is a full-time Sales Agent role where you can be based from home! (Training and regular visits to the Mississauga office are necessary)   Areas of responsibilities (will include but not be limited to):   Plan, counsel and sell travel services to potential customers Proficient in booking transportation, flights, hotel accommodations, car rentals, tours, and excursions through various supplier channels. Working proficiency in multi system environment. Consult published and computer-based resources for information on departure and arrival times, fares, and hotel ratings and accommodations Sell a full range of preferred supplier products in order to meet and exceed targets Invoice and document client files accurately Action, and execute all necessary requirements to fulfil travel arrangement requests for the client Well versed in travel product, services and suppliers for the Canadian Market Assist in the resolution of client complaints Other duties as assigned Promote additional services to enhance customer travel plans       About you: Bubbly, customer focused and engaging people skills, great at building relationships and rapport over the telephone. TICO certification Strong sales and service skills Pro-active and a can-do approach to problem solving Booking process experience with attention to detail and urgency to meet deadlines Travel Agency, Consolidator, OTA or similar background with a wide knowledge of tour operators and understanding of tailor-made itineraries and cruise preferable. Adaptability to different brands Ability to work well within a team both remote and office based Must be fluent in English with excellent written communication skills A suitable working environment that is free from background noise Must be self-motivated, energetic and flexible, with a commitment to working a variety of shift options Proactive approach with interpersonal skills that complement the ability to listen and communicate Fluency in Portuguese, German and/or French would be highly beneficial  

We are looking for  Travel Sales Agents  to join our growing team in Mississauga! You will be responsible for planning and selling travel services to potential customers as well as actioning and executing all necessary requirements to fulfill travel arrangement requests for the client Our offices are located in Mississauga and you will be sitting with our highly talented and passionate team, ensuring that our customers receive first-class service! What we Do: We are pioneering a new era of collaborative commerce - enabling brands to engage deeply and securely with their customer base in revolutionary ways. We have designed a next-generation marketplace where companies can directly trade their products and services to one another’s audiences. About the Role: Plan, counsel and sell travel services to potential customers Proficient in booking transportation, flights, hotel accommodations, car rentals, tours, and excursions through various supplier channels. Working proficiency in multi system environment. Consult published and computer-based resources for information on departure and arrival times, fares, and hotel ratings and accommodations Sell a full range of preferred supplier products in order to meet and exceed targets Invoice and document client files accurately Action, and execute all necessary requirements to fulfill travel arrangement requests for the client Well versed in travel product, services and suppliers for the Canadian Market Assist in the resolution of client complaints Other duties as assigned Who are you?  TICO CERTIFICATION - is a mandatory requirement  Strong sales and service skills Excellent communication skills (both verbal and written) Strong ability to multi-task in a fast-paced environment Ability to manage conflicting priorities to ensure customer satisfaction levels Ability to work independently and as part of a team in Mississauga location Able to work rotating shifts to cover full hours of operation (including weekends) 2-3 years of Travel Industry experience is an asset Fluency in Portuguese, German and/or French would be highly desirable   Please note: Kognitiv are not offering sponsorship or a relocation package for this role. We always welcome international candidates to apply providing they are eligible to work and live in Canada We are a passionate, innovative organization with 247 employees globally and we are looking for exceptional people to come and join us. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role; get in touch! Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided on the basis of qualifications, merit, fit and business need.   We always welcome international candidates to apply providing they are eligible to work and live in Canada. 

PROFILE MANAGEMENT IMPLEMENTATION EXPERT Exclusive Listing Our client a fast-growing Travel Tech Company based in Europe is seeking a professional who specializes in profile management,  Virtual Position – location either North America or Europe / Some travel involved / competitive compensation - Product Training will take place in Europe (several blocks of 1-2 weeks) Requirements for this position is a hands-on candidate, expert in profile management, project management skills, analysis, configuration & support Extensive hands-on experience with profile management implementation GDS/OBE Skills (at least the profile functionality & setup) Project Management API/Webservices

Immediate Need - Corporate Sabre Agent - Temporary Assignment  Temporary Assignment for a well-organized agent that has great Sabre skills - Working On-Site Location in NYC Prestigious Law Firm – hours 9:30 am – 6:00 pm EST – Current Sabre experience  Be familiar with Online booking Tools  Have excellent communication skills in writing and speaking.  Must be highly organized and book a high volume of reservations.  Must be adaptable to new technologies.  Great work ethic and highly responsible.  Articulate & attention to detail 

New to Travel: Great Opportunity for a young, energetic, intelligent individual looking to join the travel industry.  Our client has an established Travel Agency in NJ that is looking for an individual that is interested in becoming part of a team and working as a travel advisor.   Preferable someone with a college degree or some travel industry experience.   This is a full-time position with training. 

Corporate Travel Agent- Worldspan or Apollo – Virtual – Multi-Accounts   Hours - 9:30 am – 6:00 pm ET, or 10:30 am – 7:00 pm ET Worldspan or Apollo experience Ability to work on numerous accounts Experience in a call center environment Experience working in a virtual environment Able to work well within a team Must have experience booking international travel Concur knowledge is a plus Must be highly organized and book a high volume of reservations.  Must be adaptable to new technologies.  Must have a proven track record with stable and consistent resume.   Great work ethic and highly responsible.  Articulate & attention to detail 

Overview Direct leadership of after hours travel agent team. Provides coaching and development to optimum performance using all tools available. Supports the development and implementation strategic plans to drive the highest levels of customer service combined with operational consistency & efficiencies.  Support client satisfaction, retention and business profitability objectives as measured by key performance indicators and department goals.  The position quires some flexibility in schedule in order to best support all team members. Responsibilities: People Leadership:   ·         Leads Agent team supporting customers in our multi-channel support environment o   Telephonic, Chat, Email ·         Provides day to day guidance to agent team within span of control o    Ability to identify team strengths/development opportunities, identify top talent o    Develops solid plans in place to drive results o    Monitors success measurements frequently. ·         Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports ·         Provides both positive and constructive feedback as required ·         Completes HR interactions/functions as needed – including payroll functions. ·         Communicates clearly the departmental vision and mission to all team members ·         Works closely with WorkForce Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessions   Quality, Expense Management and Productivity: ·         Works to mitigate expense due to quality errors o    Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility. ·         Supports service level management through attendance at daily huddles and planning session. Reviews any exception time off requests with WorkForce Manager. ·         Closely monitors use of overtime, works with WorkForce Management Team to align on optimal schedules and staffing requirements to reduce the need for overtime expense ·         Monitors all write offs and payouts, works closely with Director to create strategies to mitigate payout risks. ·         Reviews agent productivity measures, offers suggestions and develops plans for process improvement as needed   Client Satisfaction ·         Works closely with Director of Service Delivery and Account Management to support new and existing client programs. ·         Acts as primary contact for day to day operational questions for internal and external clients related to after-hours support. ·         Works closely with all Travel Leaders internal departments to ensure client program success           Requirements ·         5-7 years’ experience in the travel industry o    Ability to relate to and understand agent and supervisor roles ·         5-7 years’ customer service experience o   Ability to respond to high level escalated customer service issues.  o   Ability to identify root cause, creating process improvement to have wider impact.  o    Ability to interface with the Travel Manger and Account Managers, and create meaningful internal and external partnerships.  ·         Proficient in designated Worldspan GDS ·         Strong knowledge of international travel ·         Excellent written and verbal skills o    Ability to present material to groups of various sizes o    Ability to craft compelling written and oral communication pieces for internal/external clients and staff ·         Exceptional attention to detail ·         Strong Microsoft office skills (word, excel) o    Ability to complete simple analysis o    Build/utilize simple spreadsheets/word documents  Leadership Abilities: ·         Has strong understanding of own skill set and development opportunities ·         Self-starter, takes ownership for own work, consistently meets deadlines o   Comes prepared to meetings and participates appropriately o   Strong understanding of the organizational road map o   Develops strong relationships and partnerships with key departmental contacts ·         Demonstrates strong change management skills, ability to understand and contribute to the formulation of strategic decisions and support them ·         Demonstrates exceptional team work  o   Proactively offers support when ability matches need/reaches out across teams and departments o   Shares best practices and ideas with peers and leaders o   Utilizes Reward-A-Leaders system to recognize others ·         Consistently demonstrates mastery of the guiding principles in daily work habits ·         Ability to provide constructive feedback to agents, peers and leaders when appropriate ·         Demonstrates high level decision making skills o   Solutions oriented o   Proactively anticipates potential issues and problems, takes steps to mitigate o   Thinks creatively to find best/appropriate solution to difficult problems o   Able to support peers in decision making o   Knows when to escalate to a leader ·         Demonstrates strong conflict resolution skills    

Overview   Offer best in class travel consultation to Travel Leaders clients as part of our after-hours service team.  This position is full time, and requires some flexibility in schedule. Quote and book accurate domestic & international, car and hotel reservations, insuring all corporate travel policies are followed. Responsibi lities: ·         Service inbound corporate and government travel requests.  ·         Delivery extraordinary customer service to all Travel Leaders clients. ·         Greet all clients with enthusiasm. ·         Provide consultative service to travelers and travel arrangers throughout the booking process. ·         Complete all reservations in an accurate and timely manner, insuring all corporate travel policies are followed. ·         Follow applicable guidelines around Federal and State travel requirements, including the Fly America Act.  ·         Secure the lowest air/car/hotel rates available at time of booking. ·         Utilization of client and Travel Leaders negotiated programs when applicable. ·         Utilize GDS low fare search capabilities.  ·         Service customers in our multi-channel support environment ·         Telephonic, Chat, Email  ·         Maintain goal expectations in the following areas: ·         Productivity – measured by transactions per day. ·         Quality – minimal customer service issues. ·         Customer experience – measured through call monitoring performance. Requirements: ·         5 years’ travel selling experience ·         5+ years’ customer service experience, preferably in the travel industry o   Exceptional/above & beyond, proactive customer service approach ·         Excellent travel industry knowledge ·         Mastery in Apollo GDS, with experience in Sabre and Worldspan preferred o   GDS formats, short cuts, enhancements, pricing, smartpoint. ·         Flexibility with schedule when required to support business needs ·         Corporate travel experience required ·         Expert in international travel bookings and process ·         Experienced handling of multiple accounts ·         Exceptional communication skills both written and oral ·         Embrace change, adaptable, viewed as a leader   Leadership Abilities: ·         Has strong understanding of own skill set and development opportunities ·         Demonstrates exceptional teamwork  o   Proactively offers support when ability matches need o   Acts as a leader among peers o   Thanks peers for support they have provided ·         Ability to provide constructive feedback to peers and leaders when appropriate ·         Ability to handle most difficult situations o   May seek minimal guidance, but generally has solution at hand o   Able to support peers in decision making o   Knows when to escalate to a supervisor  ·         Strong understanding of key TLC initiatives and employs strong change management skills consistently     **Full-time shifts will be on a bid-basis with seniority based on overall scores on GDS Assessment**    

TEMPORARY ASSIGNMENT – EXPERIENCED SABRE AGENTS – LARGE GROUP MOVEMENT   mid-November to February 2020  Monday through Friday from 8:30 AM to 5:00 PM CST / 9:30 AM – 6:00 PM EST (must be able to work these hours & full assignment) full time, recent native sabre, experienced, very organized agents available to support the meeting