Job title: - Operations Supervisor Location: Barcelona
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.
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.
* Spanish + Italian
* 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.
* Passionate about improving customer service and reducing customer escalations.