Operations Manager
Il y a 21 minutes
Job Description
Operations Manager (English + French)
TBO.COM France (Remote)
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Job title: - Operations Supervisor Location: France
Why TBO:
- You will influence & contribute to "Building World Largest Technology Led Travel Distribution Network" for a $ 9 Trillion global travel business market.
- We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
- Physical Presence in 47 countries with business in 110 countries.
- We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
- An open & informal start-up environment which cares.
Top Sights During Your Role Stay (Key Expectations):
- Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance.
- Manages day-to-day processes and other duties as assigned.
- Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.
- Provides feedback and coaching to Ops Executive.
- Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.
- Proactively coach on upcoming issues or other potential escalation items before they become escalations.
- Ensuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent's partner.
- Prepare for and conduct weekly team meetings and 1:1 meeting with each direct report.
- Review performance reports with agents by completing quarterly reviews for team member.
- Help drive innovation in refining and improving performance standards and processes.
- Mentor Ops agent in developing their expertise, while providing new opportunities for them to grow their knowledge.
- Look for additional opportunities to increase productivity and job satisfaction among Ops member and teams.
- Provide subject matter expertise for training, curriculum development and performance improvement initiatives.
- Identifies service problems and conducts root cause analysis.
- Assist with the onboarding and nesting of new hires.
- Builds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners.
Do you have what it takes (Must Haves):
- Previous leadership experience in managing all aspects of a team of employees is strongly preferred.
- (English + French)
- Must have strong working knowledge of MS Office products.
- Must be a strong team-player and work well with differing personalities.
- Strong leadership required, with effective performance management and coaching techniques.
- Able to inspire an energetic and healthy culture and is passionate about coaching and mentoring to drive the team to the next level.
- Have strong organizational and analytical skills, with attention to detail and accuracy.
- Critical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively.
- Strong oral and written communication skills, always displaying a professional manner.
- Passionate about improving customer service and reducing customer escalations.
Job Snapshot
Updated Date
Job ID
JOB1488
Unit
Buyer Org
Location
Paris, Ile-de-France, France
Contract Type
Third Party
Line Of Business
International Business
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