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 leading the vendor to help them achieve the best performance 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, including closely monitoring center and employee performance management, identifying issues, and working with the 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.
Qualifications:
* 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.
* Recruitment.
* 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, have emerged as a key disruptive player in a quickly evolving market and have repeatedly seen double-digit growth.
Our Values:
* We are Transparent.
* We organize for Speed.
* We believe in the Scientific Method.
* We act as One Team.
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.
#J-18808-Ljbffr