As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!
We’re seeking an experienced Contact Center FO Operations Manager to join our Customer Experience team in Barcelona (hybrid). If you’re ready to soar, we’re ready to take you there.
Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.
20 million customers – 44 markets – 5 brands – 5.2M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age
We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.
What you will do:
- Account manage external CX delivery centre’s performance ensuring productive hours, performance targets, and quality standards are achieved.
- Work with the centre managers and team leaders to manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Conduct weekly, monthly, and quarterly business reviews.
- Work with the quality team to implement best-in-class Customer Service and initiate appropriate actions as needed.
- Work with resource planning to review channel forecasts, AHT, SLO, and occupancy levels in order to create a three-month forecast of required productive hours and agents.
- Work with training to plan training calendars/roadmaps for both new hire induction, upskilling, cross-skilling, and refresher trainings.
- Support real-time management and help coordinate various actions to address performance ensuring targets are achieved.
- Monitor various key performance indicators and initiate root cause analysis to identify drivers impeding expected account performance.
- Take full accountability for First Contact Resolution.
- Represent the ‘voice of the customer’ by highlighting contact reasons and customer dissatisfaction drivers to identify and implement appropriate measures and drive change.
- Ensure updates are properly shared, communicated, understood, and cascaded down to agents and team leaders.
- Ensure all tools and requirements are fully functional, support and drive solutions through appropriate processes
- Maintain clear records and shared folders of all reports, documents and operational KPI’s.
- Challenge existing processes and proactively contribute to the development of the overall customer experience including development/improvement of systems and procedures.
- Promote understanding in all relative business areas and obtain buy in for change.
What you need to succeed:
- 5+ years experience in managing large customer support operations and BPO vendors.
- Strong analytical and problem-solving skills.
- Excellent leadership and communication skills.
- Ability to collaborate effectively with cross-functional teams.
- Results-driven mindset with a focus on continuous improvement.
What’s in it for you:
The best talent deserves the best benefits
At eDO, we want you to be a part of our success story and great culture.
Here’s what we offer:
- A rewarding Compensation package! 💥 Prime Plus membership, Competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
- Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
- Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
- Your Well-being is our Priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
- Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
- Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile Mindset environment with recognition at our core.
Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.
