Contact Centre Back Office Operations Manager – Barcelona (Hybrid)
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Siga leyendo para descubrir lo que necesitará para tener éxito en este puesto, incluyendo habilidades, cualificaciones y experiencia.
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eDreams ODIGEO is the world’s leading travel subscription platform, offering Prime, a large travel subscription programme with over 7.8 million members. We operate globally across 44 markets and 5 brands.
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Responsibilities
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Own external CX partner relationships across multiple regions, partners, sites and lines of business.
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Work with partner operations directors to manage and improve partner performance through performance monitoring, problem resolution, system audits and quality assurance.
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Monitor performance to ensure productive hours, performance targets and quality standards are achieved.
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Conduct weekly, monthly and quarterly business reviews.
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Collaborate with the quality team to implement best‑in‑class customer service and initiate actions as needed.
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Work with resource planning to review channel forecasts, AHT, SLA, and occupancy levels and create a three‑month forecast of required productive hours and agents.
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Work with training to plan training calendars/roadmaps for new hire induction, upskilling, cross‑skilling and refresher training.
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Support real‑time management and coordinate actions to address performance, ensuring targets are achieved.
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Monitor key performance indicators and initiate root cause analysis to identify drivers impacting expected account performance.
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Take full accountability for First Contact Resolution.
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Represent the voice of the customer by highlighting contact reasons and customer dissatisfaction drivers to implement appropriate measures and drive change.
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Ensure updates are properly shared, communicated, understood and cascaded to agents and team leaders.
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Ensure all tools and requirements are fully functional, supporting and driving solutions through appropriate processes.
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Maintain clear records and shared folders of all reports, documents and operational KPIs.
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Challenge existing processes and proactively contribute to developing the overall customer experience, including system and procedure improvement.
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Promote understanding in all relevant business areas and obtain buy‑in for change.
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Required Skills & Experience
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Minimum 5 years of experience managing large customer support operations and BPO vendors.
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Strong analytical and problem‑solving skills.
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Excellent leadership and communication skills.
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Ability to collaborate effectively with cross‑functional teams.
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Results‑driven mindset focused on continuous improvement.
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Preferred Qualifications
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Experience with applied AI tools such as Gemini or other AI‑powered assistants.
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Curiosity and eagerness to experiment with emerging AI‑driven solutions.
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Ability to leverage AI tools to streamline processes and enhance productivity.
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Adaptability and learning agility – quickly adapting to new AI features.
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Benefits
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Competitive salary and benefits package, including adaptable benefits and performance‑based bonuses.
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Prime Plus membership and other travel discounts.
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Pure learning opportunities – free access to Coursera, workshops, tech training and leadership development.
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Personalised career paths and internal mobility opportunities.
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Hybrid home‑office model focusing on outcomes.
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Company events and social activities with no dress code.
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Free fruit, coffee and tea at our offices.
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We are an equal‑opportunity employer and value diversity. 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. xugodme
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Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.