Operations Manager- French/Spanish Native speaker- Spain Remote- Madrid, Madrid, Spain Third PartyJob DescriptionWhy TBO:- You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion general 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.- 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.- Passionate about improving customer service and reducing customer escalations.#J-18808-Ljbffr

📌 Operations Manager- French/Spanish Native Speaker- Spain (Madrid)
🏢 Tampa Bay Online
📍 Madrid