Head of Operations & Performance - Travel Tech

TBO.COM; France; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

TBO.COM is seeking an experienced Operations Leader to drive performance in a technology-led travel distribution environment. You will coach teams, monitor SLAs, and ensure high-quality service delivery across the global ops function.

You will mentor and develop agents, lead weekly meetings, analyze performance data, and push for process improvements while maintaining a strong customer-service focus.

Qualifications

• Must have prior leadership experience overseeing a team of employees.
• Strong working knowledge of MS Office products.
• Excellent teamwork and collaboration with diverse personalities.
• Strong leadership with performance management and coaching techniques.
• Able to foster an energetic, healthy culture and mentor the team.
• Excellent organizational and analytical skills with attention to detail.
• Proven critical thinking and problem-solving abilities for urgent issues.
• Strong oral and written communication in a professional manner.
• Passionate about improving customer service and reducing escalations.

Responsabilités

• Lead and coach a team of ops agents, conducting one-on-one meetings and performance reviews.
• Ensure performance metrics such as SLAs, FRT, CES, and Quality Score are met by optimizing resources.
• Provide feedback and coaching to Ops Executives to drive improvement.
• Analyze agent performance using a performance management system and identify escalations early.
• Prepare for and conduct weekly team meetings and individual reviews with direct reports.
• Identify opportunities to increase productivity and job satisfaction across teams.
• Mentor agents and create opportunities for growth and upskilling.
• Lead training and curriculum development for performance improvement initiatives.

Connaissances

Leadership

MS Office

Team player

Coaching

Analytical skills

Organization

Critical thinking

Communication

Customer service

Outils

MS Office

Description du poste

TBO.COM is seeking an experienced Operations Leader to drive performance in a technology-led travel distribution environment. You will coach teams, monitor SLAs, and ensure high-quality service delivery across the global ops function.

You will mentor and develop agents, lead weekly meetings, analyze performance data, and push for process improvements while maintaining a strong customer-service focus.