.What is Exoticca? Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips.At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. What do we do? As the Contact Center & Travel Operations Process & Procedures Specialist, you will be responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases. You will be the primary point of contact interfacing cross-functionally to ensure customer service needs are met. What will you do? Responsible for process assessments, process design, and redesign. Evaluate and define appropriate processes and procedures across contact channels, teams, and use cases. Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered. Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements. Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities. Represent the voice of the customer in process design, while taking into account business constraints. Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement. Summarize, visualize, and present data. Provide support and expertise to help implement various projects and initiatives. Requirements Previous Experience: - Minimum of two (2) years of call center industry experience, of which at least one (1) should be in the travel sector.- Minimum of two (2) years experience dealing with processes and procedures, quality, business analysis, or project management role.Linguistic Skills: - C1 / C2 level English (verbal, reading, writing) is required.- B1 / B2 level in Spanish (verbal, reading, writing) is preferred.Technical Knowledge: - Familiarity with CRM, order management, and contact management systems and practices is a plus.- Salesforce knowledge and experience are highly desirable.- Minimum one (1) year of experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance & refund process.- Certification from IATA/travel institute is desirable.- Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement