Exoticca's B2B Operations Manager
hace 1 semana
We are a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips.
Our CommitmentAt Exoticca, we believe in creating life milestones. We deliver best-value trips, explore unique destinations, curate extraordinary travel experiences, and demonstrate genuine care for our customers and the planet.
Job DescriptionWe are seeking an experienced B2B Operations Manager to join our team. As a key member of our leadership group, you will be responsible for managing 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- Hit and exceed productivity, adherence, and quality KPIs.
- Maintain accurate daily/weekly/monthly/quarterly performance reports to ensure departmental KPIs are achieved.
- Provide support and guidance to agents, serving as the primary escalation point.
- Carry out regular coaching sessions with agents.
- Analyze data to propose processes, procedures, and/or product improvements.
- At least 3 years of contact center and/or customer service experience.
- A minimum of 3 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.
Familiarity with CRM, order management, and contact management systems and practices is a plus. Salesforce knowledge and experience are highly desired.
Linguistic SkillsC1/C2 level English (verbal, reading, writing) required. C1/C2 level Spanish (verbal, reading, writing) required.
Salary InformationThe estimated salary range for this position is €55,000 - €70,000 per year, based on the location in Barcelona and the company's international standards.
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