Operations Performance Analyst

hace 4 días

Mallorca Illes Balears provincia, España Hotelbeds A tiempo completo

Hotelbeds is the world´s leading bedbank.

The company’s proprietary technology helps providers of travel services distribute their offering to travel sellers globally via an easy-to-use, advanced technology platform that increases reach, revenue and yield for both the provider and the seller.
Operating under the Hotelbeds brand in the wholesale channel and the Bedsonline brand in the travel agents channel, the company connects over 60,000 travel intermediaries across more than 140 source markets globally with travel providers in over 185 countries representing more than 170,000 hotels, 24,000 transfer routes and 18,000 activities.

The company is headquartered in Palma de Mallorca, Spain.

JOB DESCRIPTION:

- Producing Ops Performance Slide decks, including Action Log Control and Follow-Up
- Pro-active Performance Management with Supervisors / Managers:

- _Monitoring, flagging and following up on negative deviations in quality and productivity (C-Sat, QA, FCR, CPH, Case Closing, Case Trashing)_
- _Conducting ad hoc analysis using data and interviewing Supers & Managers to reveal material drivers of negative performance_
- _Agreeing and following up on Improvement Action Plans_
- _Escalating as necessary_
- Improving Ops Reporting to assist Supervisors & Managers (Bad Practice Reports, League Tables etc.) in delivering against Quality and Productivity Targets
- Running the Contact Centre Incentives scheme administration:

- Ensuring New Targets are produced, reviewed and published in timely fashion
- Monitoring integrity of dashboards
- Extracting final quarterly achievements, including adjustment processing and converting to HR formats

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:

- Within an innovative, engaging and multicultural environment.
- Have the opportunity to build strong and lasting business relationships and friendships from around the world.
- Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

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