Global Customer Service Manager

hace 1 semana


Barcelona, Barcelona, España Exoticca A tiempo completo

About Exoticca
Exoticca is a pioneering online travel agency that has revolutionized the concept, production, and e-commerce of long-distance dream trips. Our brand equity is built on a 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.

At Exoticca, we're a professional, dynamic, multicultural team in rapid international growth. We're seeking experienced customer service professionals to join our team as Global Customer Service Manager, at one of today's fastest-growing travel companies. You'll be managing a team of Customer Success agents, ensuring we provide a differentiating level of customer service to set Exoticca apart.

This is an exciting opportunity to utilize and develop your customer service management skills in exchange for a highly competitive salary and limitless progression opportunities.

Your Role and Responsibilities
Manage a team of multilingual Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.
Hit and exceed productivity, adherence, and quality KPIs.
Monitor daily performance to ensure call handling rate, email closing rate, and other KPIs are achieved.
Provide coaching and guidance to agents and serve as the primary escalation point.
Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.
Use data to propose processes, procedures, and/or product improvements.
Carry out monthly 121s and coaching sessions.
Support the roll-out of new processes and procedures in a dynamic and ever-changing environment.
Work cross-functionally with training, quality, product, IT, operations, and finance.
Work with WFM to prepare forecasts and agent schedules.
Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system.
Work with training to optimize new hire training content and refresher training.
Work with recruitment to maintain optimal staffing and candidate pipelines.
Conduct transaction monitoring to assess the quality and identify areas for improvement.
Keep the team informed about various initiatives, targets, and performance metrics.

Requirements
Previous Experience: Minimum 2 years of contact center customer service experience. At least 2 years in a team leader, supervisor, or manager role.
Salary: €35,000 - €50,000 per annum (dependent on experience).
Location: Barcelona, Spain.



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