Corporate Team Supervisor

Role overview

The Corporate Team Supervisor will help drive the leadership team’s goal of delivering outstanding travel support to business clients. This position focuses on hiring, onboarding, coaching, and growing a strong team of travel agents while keeping service standards high, improving day-to-day efficiency, and supporting revenue growth. The role requires solid knowledge of client accounts, their business priorities, the team’s workflows, the systems and tools in use, and the relevant contracts and services. Although the supervisor should be able to handle bookings when needed, trip booking is not the main emphasis of the position.

Training and development

Building agent capability is the highest priority for this role. The supervisor is expected to create a team that is confident, well-trained, and equipped to perform at a high level.

• Hire experienced travel agents and onboard new team members with a structured training approach.
• Make sure staff are trained on scripts, quality-check routines, and efficient use of queues, email, and calendar management.
• Provide training on client-specific processes, GDS platforms, airline agreements, and specialty fares such as humanitarian or mission travel.
• Introduce updated procedures and technologies as they are rolled out, working with Operations and Technology leaders when needed.
• Establish a clear day-to-day routine that keeps the team consistent and productive.
• Spot skill gaps and create tailored improvement plans to strengthen work habits and customer service performance.
• Ensure every assigned employee clearly understands their role, responsibilities, and performance standards.
• Give regular, constructive feedback to maintain service quality against the company’s KPIs.
• Run annual performance reviews and track monthly productivity against goals.
• Carry out periodic call monitoring to confirm that phone standards and service expectations are being followed.

Team leadership and operations

• Set expectations so agents become deeply familiar with each client’s culture, travel behavior, and key contacts.
• Monitor inboxes and agent workloads, stepping in with support whenever needed.
• Create and maintain client-specific workflows for the team to follow.
• Plan for seasonal demand shifts and assign projects during slower periods.
• Hold status calls with agents as needed to review productivity, service issues, product updates, and client changes.
• Lead monthly team meetings and share the agenda and notes with the VP of Operations.
• Maintain a supportive, professional environment for the team.

Customer service and issue resolution

• Address customer service problems within the team whenever possible before involving senior leaders.
• Work with third-party partners, including SABRE and 24/7 emergency support providers, to solve problems and improve procedures.

Revenue and contract management

• Oversee fees and commissions with the aim of maximizing company revenue.
• Communicate airline contract changes and commission updates frequently so agents can present the best options and help improve commission earnings.

Collaboration and communication

• Partner with internal teams such as Accounting, Account Management, Technology, and Business Development.
• Proactively share client issues and needs with Account Management.
• Relay concerns and requirements to travel vendors.
• Work with other team leaders to solve issues by sharing resources, systems knowledge, and best practices.
• Participate in monthly meetings and provide agendas and notes to the VP of Operations.
• Use company resources efficiently and share useful tools and information across departments.
• Evaluate the markets where corporate accounts operate to confirm that the correct contracts and services are in place.

Travel booking support

While booking is not the central responsibility, the supervisor should remain capable of supporting the team, covering busy periods, and coaching agents credibly through hands-on knowledge.

• Stay proficient in GDS systems well enough to assist agents and support training.
• Step in to handle client bookings when staffing requires it.
• Keep current on airline, hotel, and vendor offerings so guidance to agents remains accurate and useful.

Requirements

• At least 5 years of experience in the travel industry.
• At least 5 years of supervisory or management experience, or equivalent background.
• Strong command of travel workflows, GDS systems, and corporate travel programs.
• Proven ability to hold team members accountable and to train, coach, and develop travel agents.
• Ability to train and grow support agents into stronger, full-service travel professionals.
• Strong customer service orientation with a client-first approach.
• Excellent speaking, writing, and communication skills.
• Ability to solve problems and build effective procedures.
• Preferred familiarity with travel management tools, airline/hotel/vendor contracts, and supplier relationships.

Additional information

This role is based onsite in Maryland, United States. The booking function is supportive rather than the core focus, and the supervisor is expected to balance coaching, team leadership, operational oversight, and revenue awareness.