B2B Team Lead
hace 4 semanas
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. Our brand equity is built on the commitment to creating life milestones. We deliver best-value trips, explore unique destinations, curate extraordinary travel experiences, and demonstrate genuine care for both our customers and the planet.
Job DescriptionWe are seeking an experienced B2B Coordinator to join our professional, dynamic, and multicultural team in rapid international growth. As a B2B Coordinator, you will be responsible for leading a team of agents handling partner sales and support queries.
Responsibilities- Manage a team of agents handling inbound and outbound telephone and email queries from 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.
- Carrying 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.
- Support B2B Manager in working cross-functionally with Travel Operations, Growth, Product, IT, Operations, Finance, Training, Workforce Management, Quality, P&P, Documentation, Recruitment.
- Prepare ad-hoc reports as required by B2B Manager that measure team performance.
- 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.
- C1/C2 level English (verbal, reading, writing) required.
- C1/C2 level Spanish (verbal, reading, writing) required.
- Minimum 2-years experience working with Amadeus and/or other GDS platforms.
- Deep knowledge of Amadeus / GDS and Travelfusion, on the operations and implementation part.
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desired.
- Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.
- Competitive compensation package in line with job responsibilities and experience.
- Additionally, we propose the use of 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.
- And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization.
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