Guide & Guest Support Operations Lead

WalksDevour; Madrid; Remoto; EUR 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

WalksDevour is a high-end tour operator with a remote-first team. We seek an experienced leader to own the Guide & Guest Support function, overseeing people, processes, and platforms like Zendesk and Talkdesk.

You will drive performance, handle escalations, and build a scalable, hybrid-capable operation in a fast-moving travel environment. Responsibilities include managing daily contact centre operations, KPI reporting, and workforce planning, while mentoring team leads and ensuring GDPR

Competenze

• 5+ years in contact centre or customer service operations.
• Experience leading teams through Team Leaders.
• Experience with Zendesk: configuring workflows, triggers, automations, SLAs and Explore reporting.
• Experience with Talkdesk: IVR and routing design, queue management and reporting.
• Proven track record of hitting service-level, quality and efficiency targets in a multi-channel environment.
• Strong workforce management skills: forecasting, scheduling, capacity planning and intraday management.
• Experience leading remote teams.
• Fluent English, strong Spanish preferred.
• Right to work in Spain, and able to commute to Madrid once hybrid working begins (unconfirmed, no sooner than mid-2027).

Mansioni

• Run daily contact centre operations across voice, email, chat and messaging channels.
• Own and report on core KPIs: service level, average speed of answer, abandonment rate, AHT, first contact resolution, CSAT and NPS.
• Monitor real-time queues and make intraday decisions to protect service levels.
• Identify root causes of contact demand and work with other teams to reduce avoidable contacts.
• Work with operations to ensure coverage for guide emergencies via Whatsapp and other communication channels.
• Ensure we are fully up to date with all processes, workflows and documentation to ensure optimal resolution of all issues.
• Empower Team Leads and Tier 2 agents to own the function of last-minute issue resolution.
• Track instances of refunds and cancellations and work cross-functionally to improve customer and financial outcomes.
• Forecast contact volumes and build schedules, rotas and staffing plans to match demand.
• Manage shrinkage, adherence and occupancy, and plan for seasonal peaks.
• Prepare headcount and budget proposals backed by data.
• Act as the operational owner of Zendesk: ticket workflows, triggers, automations, macros, views, SLAs and reporting.
• Act as the operational owner of Talkdesk: IVR and call flows, routing and queues, skills, real-time dashboards and call recording.
• Keep both platforms configured to support efficient routing and accurate reporting, working with IT and vendors on changes and integrations.
• Build dashboards and reports in Zendesk Explore and Talkdesk Live/Explore for leadership and the floor.
• Mentor team leads to increase people management capacity and establish lines of succession & progression.
• Recruit and onboard new team members, and own the training programme.
• Build an engaged, accountable culture in a remote-first team, and lead the transition to hybrid working.
• Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations.
• Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost.
• Run the quality assurance programme: scorecards, call and ticket reviews, calibration and feedback.
• Write and maintain SOPs, knowledge base content and escalation paths.
• Lead continuous improvement projects using customer feedback and operational data.
• Meet regularly with key stakeholders to gather feedback on team performance. Identify and action areas with opportunity for improvement.
• Ensure compliance with GDPR, call-recording rules and internal policies.

Conoscenze

Team leadership

Contact centre operations

Zendesk

Talkdesk

SLA management

Forecasting & scheduling

Remote team leadership

Fluent English

Strong Spanish

Strumenti

Zendesk

Talkdesk

Descrizione del lavoro

WalksDevour is a high-end tour operator with a remote-first team. We seek an experienced leader to own the Guide & Guest Support function, overseeing people, processes, and platforms like Zendesk and Talkdesk.

You will drive performance, handle escalations, and build a scalable, hybrid-capable operation in a fast-moving travel environment. Responsibilities include managing daily contact centre operations, KPI reporting, and workforce planning, while mentoring team leads and ensuring GDPR