Operations Supervisor – ARC/BSP, Debit Memos and Ticketing
HRG North America
Toronto, ON
Candidates must possess the following skills and qualifications:
Minimum 5 to 7 years of travel industry experience
Excellent knowledge of GDS and fare rules for domestic, transborder and international airfares
Minimum of 1 year working knowledge of Agresso
Ticketing Experience an asset
Proficiency in creating spreadsheets and analyzing financial data.
Knowledge of MSOffice
Excellent communication skills, both verbal and written
Previous supervisory experience preferred
Minimum of 3 years industry experience operating within all of the GDS systems
Minimum of 3 years proficiency with Sabre, Apollo, Agresso, IAR and BSP regulations
Strong analytical skills to determine solutions to issues in the back end

Responsibilities will include:
Direct Supervision of ARC/BSP, Debit Memos and Ticketing teams
Provide training for all staff to ensure proper processes are being followed as per IAR and BSP Canada, as well as Agresso
Conduct monthly Debit Memo meetings with Operations to advise the financial status of debit memos and processes to reduce.
Work with Best Practice team to help reduce occurrence of debit memos as well as manual ticketing
Daily approval of hours worked by counselors for accurate payroll processing
Monitoring of vacation and sick day allotment per counselor.
Completion of appropriate forms for counselor leave or return to HRG
Accurately complete transfers and promotions in order to maintain accuracy of data within HR.
Provide feedback to counselors.
Provide coaching to counselors on their service issues
Provide coaching to counselors on back office reporting issues
Conduct annual performance appraisals
Performance manage any underperforming counselors
Encourage learning and personal development of counselors
DRP backup leader when Manager is off
In addition to Health and Dental benefits and group RRSP, we offer a competitive base salary and the possibility of pay for performance increases, and agent incentives. We also have travel benefits such as FAM trips and agency discounts, and, we offer advancement opportunities.

At HRG, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve and creating an environment where every employee has the opportunity to reach his/her potential.

HRG is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants’ disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. Any assessment and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If you require a disability-related accommodation in order to participate in the recruitment process, please contact us.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) HRG will consult with all applicants with disabilities who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant’s individual accessibility needs.