Client Operations Supervisor
5 months ago
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
**Responsibilities**:
- Co-ordinate the activities of Operations staff to ensure the effective allocation of work and utilization of resources- Provide regular coaching and development to team members- Prioritize customer focus within the team- Take on responsibility for recognition and motivation within the team- Act as the escalation point for difficult and sensitive client/ supplier situations- Encourage and develop team spirit including facilitating regular team meetings- Identify training and development needs and ensure these are addressed- Manage operational delivery to maximize performance and productivity- Coordinate &/or participate in recruitment and training- Share best practices to support continuous improvement- Analyse and identify proactive solutions around process, productivity and service delivery.- Manage staff performance through monthly one on ones, mid & end of year reviews.- Take over some of Operations Manager’s task on his/her absence.- Ensure Service Standard and response time expectations are met.- Take ownership for the on-going customer focus skill development within the Client Contact Center team.- Manage staff leaves, rota and admin work.- Provides monthly reports to the management.
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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