Tui contact centre quality

Be right at the heart of our famous 24/7 TUI Service Team as a
Quality, Process and Implementation Manager for our Contact centre.

Within this role you will lead the Contact Center strategy of two separated but closely cooperating areas:
Quality Coaching and Process & Implementation.

ABOUT THE JOB

• Leading a direct team of three Process & Implementation coordinators and a Quality Coach Team Manager (and Quality Coaches). Ensuring there is a welldesigned and aligned strategy between the two areas generating a continuous improvement cycle in the TUI MM contact center.
• Maintain and develop, listening to internal and Group stakeholder requirements, the TUI MM Contact Center Quality Coaching system, ensuring it prioritises the achievement of our qualitative guest satisfaction KPIs.
• Lead the team to carry out process analysis and requirement definition, in coordination with product teams, to improve efficiency, lower costs and improve service quality.
• Be the point of reference for new initiatives/services/projects in the contact center for either Group, SM or internal TUI MM stakeholders. Keeping a transparent planning of activities among the team and ensuring there is a seamless coordination of implementation resources for all the programmed activities.
• Liaising with Learning and Development team regarding training plan and strategy within the contact centre, ensuring it meets our needs of operations in all areas. Continuously look for improvements to be brought into our training program.
• Keep up to date on new trends within the contact centre in terms of quality assurance / monitoring. Be the key contact person for TUI Group to ensure our local requirements are met by global solutions.

ABOUT YOU

• You are a true people person confident communicator with strong analytical skills.
• Efficient and organised a problem solver, multitasker and a good listener. You can quickly learn about the job, about all the modern technology needed to do it and all about our incredible products and services.
• Strong verbal & written English language skills.
• Flexible and adaptable to business and needs with a proactive approach to service quality.
• Proven knowledge of TXC operating models, products, processes and IT systems is very desirable.
• Knowledge of call centre platforms.
• Experience with change management and leadership.
• High level of digital literacy and ability to learn new systems.

ABOUT OUR OFFER

• Competitive salary and benefits as standard
• Career progression opportunities in more than 50 countries worldwide
• Develop yourself as part of a friendly, richly diverse and virtual international team
• Exceptional approach to your learning access to free learning platforms & language lessons

TUI Musement is a leading Tours & Activities business.

It combines a scalable digital platform with local service delivery, to offer excursions, activities, tickets and transfers in more than 50 countries worldwide.

There are over 130,000 'things to do' in all major holiday and city destinations, which are distributed through B2B partners, via the Musement and TUI websites and direct to TUI customers.

We also offer services to cruise lines through Intercruises Shoreside & Port Services in ports worldwide.

TUI Musement sold around 10 million excursions, tours and activities delivered by our international colleagues located around the world and is one of the major growth areas of TUI Group.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.

**#TUIJobs #TUIMusement

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