Operations Supervisor (Spanish + Italian)

Job title: - Operations Supervisor Location: Barcelona

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.

Top Sights During Your Role Stay (Key Expectations):

• 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.
• Spanish + Italian
• 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.