Operations Manager- French/Spanish Native speaker- Spain

Tampa Bay Online; Madrid; Híbrido; EUR 50.000 - 65.000; Jornada completa

Descripción de la vacante

Tampa Bay Online is seeking an Operations Manager fluent in French and Spanish to lead a remote team based in Madrid. You will coach and develop staff, review quality assurance, and drive performance across SLAs and service metrics.

Responsibilities include managing day-to-day processes, conducting weekly team meetings and 1:1s, analyzing performance data, and coaching agents to improve customer service and reduce escalations.

Formación

• Must have strong leadership experience managing a team
• Excellent working knowledge of MS Office products
• Strong team-player attitude and ability to work with diverse personalities
• Proven performance management and coaching skills
• Passionate about coaching and mentoring to elevate team performance
• Strong organizational and analytical skills with attention to detail
• Critical thinking and problem-solving abilities for urgent issues
• Excellent oral and written communication, professional demeanor
• Committed to improving customer service and reducing escalations

Responsabilidades

• Lead and coach a team of agents, ensuring adherence to QA standards and performance goals
• Manage day-to-day operations and assigned duties; optimize processes
• Provide feedback and coaching; conduct one-on-one meetings and quarterly reviews
• Monitor and ensure SLAs, FRT, CES, and Quality Score are met through effective resource management
• Conduct weekly team meetings and individual check-ins; review performance reports
• Identify root causes of service issues and drive improvements to prevent escalations

Conocimientos

Leadership

MS Office

Team player

Performance management

Coaching

Organizational skills

Analytical skills

Critical thinking

Problem solving

Communication

Customer service

Descripción del empleo

Operations Manager- French/Spanish Native speaker- Spain Remote- Madrid, Madrid, Spain Third Party

Job Description

Why TBO:

• 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 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.