Senior Service Delivery Manager

As a Senior Service Delivery Manager at Egencia - you will lead and support multiple Egencia outsourced customer service centers working either from our vendor site in Malaga, Spain. You will be working closely with our vendor operations globally, motivating and lead the vendor to help them achieve the best performance they can for customer experience and operational efficiency.

Location: Malaga, Spain (Occasional travel to EMEA and South Africa)

What will you do:

- Achieve and succeed on all key Operational Metric requirements to deliver top-level productivity and customer satisfaction results
- Develop a high performing team of operations managers, team-leaders and consultants
- Partner with Business Leaders & Finance on headcount planning and forecasting
- Perform root-cause analysis around issues, and develop recovery plans where required
- Identify best practices/processes, and ensure consistent utilization across all teams
- Provide leadership and coaching of vendor management employees. Includes closely monitoring center and employee performance management, identifying issues and working with vendor on solutions
- Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model
- Identify, analyze, develop and recommend plans for increased vendor productivity

Who are you:
A hands on, self-motivated leader who thrives on improvement opportunities, and takes risks in driving strategy and rolling out new practices. Team oriented to the core - with the ability to galvanize teams to work together and drive extraordinary results. Someone who identifies vision - and carries their teams through to creation.
- Extensive experience with customer service and leadership from a call center operations environment
- Local understanding of country labor laws, and nuances needed to support excellent performance
- Expertise in all aspects of call center servicing:

- KPI delivery and service level management
- Coaching, development, mentoring
- Recruitment
- Workforce management; forecasting, Planning & scheduling
- Productivity & quality
- HR & Performance management
- Motivation & recognition
- Training
- Error reduction capability (six-sigma beneficial)
- GDS Experience Amadeus or Sabre
- Resource management/cross functional team support
- Telephony & skilling across multiple centers
- English and another language preferred
- Ideally extensive travel industry experience in either a corporate or leisure environment

Who are we:
Each year Egencia helps thousands of companies in over 60 markets better manage their travel programs. We provide modern solutions and exceptional service to millions of travelers as they plan, take and complete every business trip. We deliver bottom-line savings to our clients and support the needs of the modern business traveler.

Unique in the market, we operate like an agile and entrepreneurial start-up, but we are backed by the world’s largest corporate travel management companies, AMEX GBT and over the years, has emerged as a key disruptive player in a quickly evolving market and has repeatedly seen double-digit growth.
- We believe in being Different. We seek new ideas, different ways of thinking, diverse backgrounds and approaches, because averages can lie and sameness is dangerous. Because of this belief, our norms aren't rules or universal at all corners of our company. But they are important to our identity and how we work together. Like our company, these norms will evolve.
- We are Transparent. We communicate openly and honestly, at all levels, upwards, sideways and downwards. We surface difficult issues quickly, we act, we learn.
- We organize for Speed. We seek to gather data as fast as possible and move. Speed allows us to make mistakes and constantly improve.
- We believe in the Scientific Method. Everyone’s ideas are equal in the face of hard data. We use data to guide but not define our actions.
- We Lead Humbly. Our leaders serve their teams. None of us has all of the answers, but we are curious, and we are always looking to learn. Though our leaders take their responsibilities to our _business and their teams_ incredibly seriously, they never take _themselves_ too seriously.
- We act as One Team. We look to optimize for the greater good, not just our own, or even our own teams' interests.
- We are actively interested in the success of others.

Location

Spain - Malaga

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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