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We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way. TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in If you're ready to take off with us, keep reading We are looking for an Outsourcing Operations Manager to join the Customer Care team Our goal is: To ensure that we deliver 7-star experience to our customers. Therefore, we empower our people to think like owners and solve problems. As a team, we are focused on continuously improving and setting new standards in customer support. **What you will do**: - Develop and monitor objectives for the Partners call center's day-to-day activities - Collect and analyze Partners call-center statistics (service level,customer service metrics, team happiness etc.) - Mentors others in developing leadership behaviours. Hires, manages, and leads teams to success. - Work with the Senior Outsourcing manager to determine strategy, and to ensure that customer service achieves overall goals - Evaluate performance with key metrics (accuracy, call-waiting time etc.) - Prepare reports for different departments or upper management - Flexible to travel and support the centers on the "field" **What you need**: - Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals - Knowledge of performance evaluation and customer service metrics - Solid understanding of reporting procedures - Proficient in MS Office, G-docs and call center equipment/software programs - Outstanding communication and interpersonal skills - Excellent organizational and leadership skills with a problem-solving ability - Positive and patient - Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. - Hands-on mentality - Ability to see the big picture and cascade it to the team to ensure continuous alignment with the operations in-house - Self-organised, proactive and strong attention to detail - Fluent in English. - A Bachelor's degree, or higher in operations, business or a related field, is a plus. **What do we offer?** - Competitive compensation including equity in the company - Generous vacation days so you can rest and recharge - Health perks such as private healthcare or gym allowance depending on your location - "Flexible compensation plan" to help you diversify and increase the net salary - Flexibility to work from home most of the time with core hours - Unforgettable TravelPerk events including travel to one of our hubs - Udemy for business account to continue your development - Mental health support tool for your wellbeing - Exponential growth opportunities **Flexible Work Policy** - You will need to be based in one of our hub countries, some positions are only open in specific locations - We will require you to travel to the office hub in your country once or twice per week depending on your position - In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team - We have flexible working hours to fit around your life - Team members that want to go to the office more are welcome to At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don't just accept differences—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place regardless of race, religion, gender, sexual orientation, national origin, disability or age.
