Coordinator CRO Madrid

Hesperia group; Madrid; Presencial; EUR 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ticket Restaurante

Commissions as a percentage of targets

Training platform access

Mobility opportunities

Incentives and Benefits Plan

Descripción de la vacante

Minor Hotels Europe & Americas in Madrid seeks an experienced Call Center Coordinator to lead a team of agents across our reservations channels. You will oversee performance, coach agents, and ensure service standards meet high expectations.

The ideal candidate has native/bilingual English, strong leadership, and an organized, proactive approach to multi-tasking in a fast-paced environment. Spanish language skills are a plus.

Formación

• Experience as a Call Center Coordinator leading a team of agents.
• Strong objective/goal orientation and results delivery.
• Native/bilingual English level.
• Excellent communication, persistence and leadership under pressure.
• Teamwork and collaborative mindset.
• Ability to multitask and meet deadlines while handling multiple responsibilities.
• Organized, methodical and proactive in problem solving.

Responsabilidades

• Continuous evaluation of agent performance.
• Provide feedback in individual and group sessions.
• Coordinate and monitor the team of agents.
• Create and monitor action plans to reach objectives.
• Provide regular reporting to platform managers.
• Control workload sizing and balance.
• Resolve doubts and incidents promptly.
• Lead and motivate the team; ensure quality management.

Conocimientos

Call Center Coordination

Team Leadership

English Proficiency

Communication Skills

Problem Solving

Multitasking

Organized

Descripción del empleo

Location: Madrid, ES Spain

Department: Other

Minor Hotels is a global hospitality group operating over 550 hotels, resorts and residences in 56 countries in Asia-Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas. As a hotel owner, operator and investor, Minor Hotels fulfils the needs and desires of today’s global travellers through its diverse portfolio of eight hotel brands – Anantara, Avani, Elewana, NH, NH Collection, nhow, Oaks and Tivoli.As part of Minor Hotels, the region of Minor Hotels Europe & Americas is responsible for more than 350 properties in 30 countries and plans to grow across all segments, with a focus on its upper-upscale and luxury brands.

The person who joins us will be part of our reservations department, coordinating a team of agents to manage the requests received through the different sales channels of our customers.

Functions

• Continuous evaluation, through listening, monitoring, etc.
• Feedback Individual/group sessions with agents.
• Management - Coordination and continuous monitoring of the team of agents.
• Creation and monitoring of action plans to achieve objectives.
• Constant reporting to platform managers.
• Control of the sizing and balance of the workload.
• Resolution of doubts and incidents.
• Team management and motivation.
• Quality Management.

What are we looking for?

• We are looking for an experienced Call Center coordinator for a team of agents.
• Oriented towards objectives and results.
• Native/Bilingual Level of English
• Communication skills, persistence, ability to work in the face of challenges, initiative and decisionmaking, with leadership capacity.
• Teamwork.
• Be a goal-driven, determined person being able to meet deadlines and work well under pressure.
• Have the ability to effectively multi-task and juggle multiple responsibilities at once.
• Organized and methodical person.
• Critical thinker and problem-solving skills essential

Offered

• Integration into a dynamic team, focused on excellent service.
• Remuneration according to the position.
• Continuing Training Plan to enhance professional development
• Access to the e learning training platform
• Commissions as a percentage of objectives.
• Possibility of functional, national and/or international mobility
• Incentives and Benefits Plan.
• Ticket Restaurante.

Minor Hotels Europe & Americas is dedicated to fostering an inclusive working environment where every individual is valued and equally encouraged. We warmly welcome individuals from all backgrounds and abilities.

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