Senior Team Coordinator

hace 1 semana


Barcelona, Barcelona, España Exoticca A tiempo completo

As a Senior Team Coordinator at Exoticca, 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 include:

  • 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.

The ideal candidate will have a strong background in customer service, team leadership, and B2B experience, with a minimum of 3 years in a team leader, supervisor, or management role. Proficiency in English and Spanish is required, with a C1/C2 level in both languages. Experience working with Amadeus and/or other GDS platforms is highly preferred. Additionally, knowledge of CRM, order management, and contact management systems, as well as Salesforce, is a plus. If you are a motivated and results-driven individual with excellent communication and leadership skills, we encourage you to apply for this exciting opportunity.


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