B2B Team Lead

hace 4 días

Barcelona, Barcelona, España Exoticca A tiempo completo
B2B Coordinator Job Description

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. Our commitment to "creating life milestones" is at the core of our brand equity. We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking experienced professionals to join our team as a B2B Coordinator. You will be responsible for leading a team of B2B Agents handling partner sales and support queries.

Key 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.
Benefits:
  • 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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