Operations Manager- French/Spanish Native speaker- Spain
hace 6 días
Palma
Why TBO: • You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market., • We are the emerging leaders in technology led end-to-end travel management, in the B2B space., • Physical Presence in 47 countries with business in 110 countries., • We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer., • An open & informal start-up environment which cares. ¿Es este su próximo empleo? Descúbralo leyendo la descripción completa a continuación y no dude en enviar su candidatura. Top Sights During Your Role Stay (Key Expectations): • Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance., • Manages day-to-day processes and other duties as assigned., • Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively., • Provides feedback and coaching to Ops Executive., • Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals., • Proactively coach on upcoming issues or other potential escalation items before they become escalations., • Ensuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent’s partner., • Prepare for and conduct weekly team meetings and 1:1 meeting with each direct report., • Review performance reports with agents by completing quarterly reviews for team member., • Help drive innovation in refining and improving performance standards and processes., • Mentor Ops agent in developing their expertise, while providing new opportunities for them to grow their knowledge., • Look for additional opportunities to increase productivity and job satisfaction among Ops member and teams., • Provide subject matter expertise for training, curriculum development and performance improvement initiatives., • Identifies service problems and conducts root cause analysis., • Assist with the onboarding and nesting of new hires., • Builds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners. Do you have what it takes (Must Haves): • Previous leadership experience in managing all aspects of a team of employees is strongly preferred., • Must have strong working knowledge of MS Office products., • Must be a strong team-player and work well with differing personalities., • Strong leadership required, with effective performance management and coaching techniques., • Able to inspire an energetic and healthy culture and is passionate about coaching and mentoring to drive the team to the next level., • Have strong organizational and analytical skills, with attention to detail and accuracy., • Critical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively., • Strong oral and written communication skills, always displaying a professional manner. xcskxlj, • Passionate about improving customer service and reducing customer escalations.
