As you contemplate your future you might be asking yourself Whats the next step? Start your journey with us
Were seeking an experienced Contact Centre Back Office Operations Manager to join our Customer Experience in Barcelona hybrid If youre ready to soar were ready to take you there
Why eDreams ODIGEO
Were the worlds leading travel subscription platform
1. We pioneered Prime the first and largest travel subscription programme which has topped over 78 million Prime members since launching in 2017
2. Millions of customers every year across 44 markets 5 brands: eDreams GO Voyages Opodo Travellink and the metasearch engine LiligoMore than 100 million searches per day on our websites more than 6 billion AI daily predictionsOver 1700 employees More than 60 different nationalities from all continents 99 permanent contracts
Prime members are subscribed to global travel gaining access to a comprehensive multiproduct offering for all their travel needsincluding hotels rail flights dynamic packages and car rental among others compounded by industryleading flexibility features and exclusive memberonly benefits This entire Prime experience is powered by a proprietary industryleading AI platform that delivers a smarter hyperpersonalised service and comprehensive travel experience globally to its members
What you will do:
The Roles Key Responsibilities and Tasks
As an eDOer you will have clear objectives great challenges and a clear overview of how your work contributes to the global company project and its customers As a Contact Centre Back Office Operations Manager Hybrid Model you will be in charge of:
Own external CX Partners relationship across multiple regions Partners sites and lines of businessWork with the Partners Operations Directors to manage and improve the Partners performance through performance monitoring problem resolution system audits and quality assurance measuresMonitor performance ensuring productive hours performance targets and quality standards are achievedConduct weekly monthly and quarterly business reviewsWork with the quality team to implement bestinclass Customer Service and initiate appropriate actions as neededWork with resource planning to review channel forecasts AHT SLA and occupancy levels in order to create a threemonth forecast of required productive hours and agentsWork with training to plan training calendarsroadmaps for both new hire induction upskilling crossskilling and refresher trainingSupport realtime management and help coordinate various actions to address performance ensuring targets are achievedMonitor various key performance indicators and initiate root cause analysis to identify drivers impeding expected account performanceTake full accountability for First Contact ResolutionRepresent the voice of the customer by highlighting contact reasons and customer dissatisfaction drivers to identify and implement appropriate measures and drive changeEnsure updates are properly shared communicated understood and cascaded down to agents and team leadersEnsure all tools and requirements are fully functional support and drive solutions through appropriate processesMaintain clear records and shared folders of all reports documents and operational KPIsChallenge existing processes and proactively contribute to the development of the overall customer experience including the developmentimprovement of systems and proceduresPromote understanding in all relevant business areas and obtain buyin for change
What you need to succeed:
Good to have
Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:
5 years of experience in managing large customer support operations and BPO vendorsStrong analytical and problemsolving skillsExcellent leadership and communication skillsAbility to collaborate effectively with crossfunctional teamsResultsdriven mindset with a focus on continuous improvement
Preferred Qualifications
Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini or other AIpowered assistantsExperimentation Mindset: Curiosity and eagerness to explore experiment with and integrate emerging AIdriven solutions into workflowsAIEnhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes and enhance productivityAdaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities
Whats in it for you?
The best talent deserves the best benefits
At eDO we want you to be a part of our success story and great culture
Heres what we offer:
A rewarding Compensation package Prime Plus membership competitive salary and benefits package including flexible benefits performancebased bonuses birthday day off discounts and partnerships relocation support and premium equipment with rolebased selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycleContinuous learning to fuel your growth and explore new horizons Learn and grow with free Coursera access soft skills workshops tech training leadership development and more Plus enjoy a great onboarding programGrow opportunities to empower your career and unleash your potential Personalised career paths and the eVOLVE Program will help you discover grow and thrive Internal mobility opportunities let you pursue horizontal career changes and promotionsYour Wellbeing is our priority Embrace Freedom and Flexibility At eDO we value flexibility employee care and transparency We offer a hybrid homeoffice model focused on outcomes Youll be able to find the right workpersonal life balance that suits you bestWork hard party hard We believe in having fun and connecting with colleagues Join eDO for afterwork events padel tournaments parties and more Create communities based on your passions like sports and music Come to work as you are with no dress code and enjoy free fruit coffee and tea at our officesEnjoy a dynamic and healthy environment Be innovative take risks and share your ideas Our diverse and openminded teams support high performance learning and growth Youll work in an Agile mindset environment with recognition at our core
Wanna take a peek into what its like to work at eDO? Follow us on and discover more about life at eDO
If you are ready for a career opportunity with unmatched benefits continuous learning and a supportive worklife balance look no further Take your career to new destinations by applying now and help our diverse inclusive and passionate team shape the future of travel
now
We are an equalopportunity employer and value diversity at our company We do not discriminate based on race religion colour national origin gender sexual orientation age marital status or disability status Our people are the key to our success Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation Dont meet every requirement? If youre excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless