Head of Operations & Networks

TBO.COM; Madrid; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading travel technology company in Madrid is seeking an Operations Supervisor to enhance employee performance and contribute to the development of a global travel distribution network. The ideal candidate will possess strong leadership, critical thinking, and problem-solving skills, as well as fluency in Spanish and Italian. Proficiency in MS Office is essential for driving performance standards and processes.

Formación

• Must have strong working knowledge of MS Office products.
• Strong leadership required, with effective performance management and coaching techniques.
• Critical thinking and problem-solving skills with the ability to use sound judgment.

Responsabilidades

• Influence & contribute to building a travel distribution network.
• Responsible for developing employees through coaching and quality assurance.
• Review performance reports and drive innovation in processes.

Conocimientos

Spanish

Italian

Strong leadership

Critical thinking

Problem-solving

MS Office proficiency

Descripción del empleo

Operations Supervisor Location : You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global 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 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.

Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.

Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.

Review performance reports with agents by completing quarterly reviews for team member.

Help drive innovation in refining and improving performance standards and processes.

Provide subject matter expertise for training, curriculum development and performance improvement initiatives.

Builds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners.

Spanish + Italian

Must have strong working knowledge of MS Office products.

Strong leadership required, with effective performance management and coaching techniques.

Critical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively.