Contact Centre Back Office Operations Manager (Travel)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Contact Centre Back Office Operations Manager (Travel): Managing external CX Partner relationships and BPO performance across multiple regions with an accent on performance monitoring, quality assurance, and resource planning. Focus on optimizing First Contact Resolution, implementing AI-driven solutions, and driving continuous improvement in customer experience.
Location: Hybrid in Barcelona, Spain
Company
The world's leading travel subscription platform powered by a proprietary AI platform to deliver hyper-personalised services.
What you will do
- Manage external CX Partner relationships across multiple regions, sites, and lines of business.
- Monitor BPO performance, ensuring productive hours, quality standards, and performance targets are achieved.
- Conduct weekly, monthly, and quarterly business reviews with Operations Directors.
- Coordinate with resource planning to forecast required productive hours and agents.
- Collaborate with training teams to plan induction, upskilling, and refresher roadmaps.
- Analyze key performance indicators to identify root causes of performance drivers and improve First Contact Resolution.
Requirements
- 5+ years of experience managing large customer support operations and BPO vendors.
- Strong analytical, problem-solving, and leadership skills.
- Ability to collaborate effectively with cross-functional teams.
- Results-driven mindset focused on continuous improvement.
- Must be based in or be able to relocate to Barcelona, Spain.
Nice to have
- Experience with applied AI tools such as Gemini or other AI-powered assistants.
- Experimentation mindset for integrating emerging AI-driven solutions into workflows.
- Ability to leverage AI tools to streamline processes and enhance productivity.
Culture & Benefits
- Competitive salary, performance-based bonuses, and flexible benefits.
- Hybrid home-office model focused on outcomes and work-life balance.
- Relocation support and premium equipment with a device ownership program.
- Continuous learning through free Coursera access and leadership development.
- Vibrant corporate culture with after-work events, padel tournaments, and a no-dress-code environment.
- Additional perks including Prime Plus membership and birthday day off.
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