Operations Supervisor (Spanish + Italian)

TBO.COM; España; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A leading travel technology company seeks a Team Manager to influence operations and drive employee development in a growing B2B environment. The candidate will oversee day-to-day processes, coach teams, manage performance metrics, and foster positive relationships across the operation. This role offers a dynamic and supportive start-up culture that values leadership.

Formación

• Previous leadership experience managing teams is strongly preferred.
• Ability to inspire a positive and energetic culture.
• Excellent oral and written communication skills.

Responsabilidades

• Develop employees through coaching and performance management.
• Ensure performance metrics are met and improve team performance.
• Build and maintain positive relationships with agents and stakeholders.

Conocimientos

Leadership

Analytical Skills

Communication

Problem Solving

Coaching

Organizational Skills

Herramientas

MS Office

Descripción del empleo

Job Description

You will influence & contribute to “Building the World's Largest Technology-Led Travel Distribution Network” for a $9 Trillion global travel business market.

We are emerging leaders in technology-led end-to-end travel management in the B2B space.

Physical presence in 47 countries with business in 110 countries.

Reputed for long-lasting trusted relationships, we stand by our ecosystem of suppliers and buyers to service the end customer.

We offer an open & informal start-up environment that cares.

Responsibilities

• Develop employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports' performance.
• Manage day-to-day processes and other duties as assigned.
• Ensure that performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.
• Provide feedback and coaching to Ops Executives.
• Assess and analyze ops agent performance based on a performance management system measuring metrics and service standards.
• Proactively coach on upcoming issues or potential escalations before they occur.
• Keep Ops Executives updated and ensure they have expert knowledge in dealing with partner agents.
• Prepare for and conduct weekly team meetings and one-on-one sessions with direct reports.
• Review performance reports with agents, complete quarterly reviews, and drive performance improvements.
• Mentor Ops agents to develop their expertise and provide growth opportunities.
• Identify opportunities to increase productivity and job satisfaction.
• Provide subject matter expertise for training, curriculum development, and performance initiatives.
• Identify service problems and conduct root cause analysis.
• Assist with onboarding and training of new hires.
• Build and maintain positive relationships with agents, stakeholders, management, and partners.

Must Haves

• Previous leadership experience managing teams is strongly preferred.
• Strong working knowledge of MS Office products.
• Excellent team-player with the ability to work with diverse personalities.
• Effective leadership with performance management and coaching skills.
• Ability to inspire a positive and energetic culture; passionate about coaching and mentoring.
• Strong organizational and analytical skills, with attention to detail and accuracy.
• Critical thinking and problem-solving skills with sound judgment.
• Excellent oral and written communication skills with professionalism.
• Passionate about improving customer service and reducing escalations.