Operations Manager- Spanish/French Native Speaker- France

Tampa Bay Online; Paris; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Tampa Bay Online is seeking an Operations Manager who is a native Spanish and French speaker to lead a France-based third-party operations team. You will oversee day-to-day processes, manage performance metrics, and coach a team of ops executives to deliver quality service and timely responses.

You will build strong relationships with agents and partners, conduct regular performance Reviews, and drive process improvements to reduce escalations and boost customer satisfaction.

Qualifications

• Leadership experience managing a team is strongly preferred.
• Strong working knowledge of MS Office products.
• Strong team-player and cross-personality collaboration.
• Proven performance management and coaching techniques.
• Ability to inspire culture and coach teams to excel.
• Excellent organizational and analytical capabilities.
• Strong problem-solving and sound judgment.
• Outstanding written and verbal communication skills.
• Passionate about improving customer service and reducing escalations.

Responsabilités

• Oversee day-to-day processes and manage team members.
• Ensure SLAs, FRT, CES and Quality Score are met by optimizing resources.
• Provide feedback and coaching to Ops Executives.
• Conduct weekly team meetings and 1:1s with direct reports.
• Review performance through quarterly evaluations with agents.
• Mentor agents and identify growth opportunities.
• Drive process improvements to increase productivity and satisfaction.
• Provide training input and contribute to curriculum and performance initiatives.
• Build positive relationships with agents, stakeholders and partners.

Connaissances

Leadership

MS Office

Team player

Performance management

Coaching

Organizational skills

Analytical skills

Communication skills

Customer service orientation

Description du poste

Operations Manager- Spanish/French Native Speaker- France 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.