B2B Team Lead

hace 1 día

Barcelona, Barcelona, España Exoticca A tiempo completo

### Job Title: B2B Coordinator

### Job Summary

We are seeking a highly skilled and experienced B2B Coordinator to join our team at Exoticca. As a B2B Coordinator, you will be responsible for leading a team of agents handling inbound and outbound telephone and email queries from B2B channel partner travel agents and Business Development Managers globally.

### Key Responsibilities

* Manage a team of agents handling B2B channel partner travel agents and Business Development Managers globally
* Hit and exceed productivity, adherence, and quality KPIs
* Monitor daily/weekly/monthly/quarterly performance to ensure departmental KPIs are achieved
* Provide support and guidance to agents and serve as the primary escalation point
* Carry out regular 121s and coaching sessions with agents
* Use data to propose processes, procedures, and/or product improvements
* Define and suggest improvements for processes adapted for the B2B channel
* Conduct transaction monitoring to assess the quality of the team performance and identify areas for improvement
* Keep the team informed about various initiatives, targets, and performance metrics
* Create and maintain a motivational and engaging team environment

### Requirements

* Minimum 2 years of contact center and/or customer service experience
* At least 2 years in a team leader, supervisor, or management role
* Previous B2B experience is preferred
* Experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred
* Based in Barcelona
* Linguistic Skills: C1/C2 level English (verbal, reading, writing) required
* C1/C2 level Spanish (verbal, reading, writing) required

### Benefits

* Competitive compensation package in line with job responsibilities and experience
* Flexible compensation management for diet, transportation, private health insurance
* Hybrid work model: Offices in Barcelona city
* Travel packages at reduced prices
* Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks
* Referral bonus, if you bring people as talented as you

### About Exoticca

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.

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