Shift Lead (Land) - Internal

Application Deadline: Friday, October 23rd

Schedule: Tuesday–Saturday, 1 p.m. – 9 p.m. ET
Schedule Flexibility: Flexibility to adjust working hours occasionally to cover planned absences or operational gaps is required.

About the Role

We are seeking a dedicated and proactive Shift Lead to support our Travel Support Consultants (TSCs) and daily Land operations. This is an off-phone leadership role focused on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of our processes.

The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations, clarify next steps, and deliver a consistent customer experience.

Experience: 2+ years in the travel industry. Previous leadership experience of 1+ years is an asset.

Key Responsibilities

TSC Support and Process Guidance

• Provide timely, clear, and actionable guidance to TSCs on customer issues, escalations, and operational questions.
• Review relevant SOPs before providing process guidance and link resources so agents understand where to find answers.
• Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.
• Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.
• Document and

Operational Oversight

• Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.
• Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.
• Support handover allocation and cross-shift communication to maintain continuity.
• Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.
• Keep leadership informed of operational concerns, recurring errors, and escalation trends.

Team Development and Department Collaboration

• Provide ongoing support and feedback to new and existing TSCs.
• Complete assigned file reviews and support coaching and quality improvement initiatives.
• Lead huddles and reinforce process updates to help agents apply changes consistently.
• Collaborate with Senior Managers and Travel Support Managers to identify gaps and improve department processes.
• Share frontline feedback with leadership and follow through on agreed actions.

Additional Accountabilities

• Assist the Director and Managers with projects, reporting, and administrative tasks as needed.
• Coordinate departmental updates and maintain supporting resources.

Technical Skills

• Experience with Twilio or similar tools for queue monitoring and call review.
• Proficiency in Microsoft Excel and SharePoint.
• Working knowledge of ServiceNow.

Performance Measures

• Accuracy and consistency of guidance: Advice aligns with current SOPs and provides clear next steps.
• Timeliness of support: Agent questions and operational concerns receive timely attention.
• Operational oversight: Queue risks and coverage concerns are identified and addressed promptly.
• Handover and documentation quality: Reviews support complete, accurate records and clear follow-up ownership.
• Process improvement: Recurring issues are identified and addressed through feedback, training, or resource updates.

Skills and Competencies

• Clear communication and sound judgment.
• Organization and prioritization.
• Problem-solving and conflict resolution.
• Technical proficiency and data analysis.
• Adaptability and cultural awareness.
• Ability to guide and support others.