We are TravelPerk: a fast-growing, well-funded startup that has raised nearly $294m since our creation in early 2015. Backed by world-class investors from some of tech's most disruptive companies, including Slack, Trello, Twitter, Farfetch, Deliveroo and Delivery Hero, our team is made up of A-players from across the travel industry. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion—by simplifying the process for everyone involved. We're continuously growing and adapting to the situation.
Because we're innovators we have been focused on turning lemons into lemonade, during the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexibPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in! If you're ready to take off with us, keep reading!
Position OverviewWe are looking for a Customer Care Operations Director to join the CC team! You will be responsible for setting the vision and direction of the in-house Customer Contact Centre(s). You will continuously improve and set new standards in customer support. You need to love developing individuals at all stages of their careers and not be afraid to 'get your hands dirty'. You will lead a large team of agents & team leaders to improve the customer experience, increase productivity and maintain service levels. The 24/7 contact centre(s) provide support to multiple business units and languages.
You are fully accountable for the results of the reporting teams. Additionally, the position is responsible for assisting the VP of Customer Care with the development, analysis, and implementation of staffing. This role can be based from Barcelona and requires you to be in the office several times per week.
MissionOur goal is: To ensure that we deliver a 7-star experience to our customers. Therefore, we empower our people to think like owners and solve problems. As a team, we are focused on continuously improving and setting new standards in customer support.
OutcomesAfter the 1st month in the role:
You are well familiarized with the operational performance of the CC teams and processes.Looking for areas of improvements already.After 2 months in the role:
Diving into data to identify the root of a problem and solving it.Managing workflow, escalations and effectively delegating across your leadership team.Collaborating on the creation of staffing plans, schedules, quality KPIs/process change initiatives, and Lean Kaizen activities in our fast-paced environment.Work with business teams to illustrate and improve the customer experience.Understand why we lose money due to agent error and reduce the number of instances.Being prepared to positively influence three levels down and three levels up at a moment's notice.Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent. What you will doUnderstand and demonstrate TravelPerk core values and Leadership Principles.Carry out supervisory and management responsibilities in accordance with the organization's policies and procedures.Mentor others in developing leadership behaviours.Hire, manage, and lead teams to success.Shape the direction of the team, keeping them focused and motivated to deliver the right results in an ever-changing business environment.Work with the VP and CC leadership team to determine strategy, and to ensure that customer service achieves overall goals.Combine a deep cross-functional business understanding and how the position fits into the overall organization.Solve complex customer service issues by proactively identifying and eliminating the root cause barriers to accuracy, productivity, and quality.Maximize resources for the greater good of the organization.Implement change or develop new processes as necessary to provide the ability to better service multiple work types.Continually measure and evaluate all work processes using Kaizen, Lean, DMAIC, and other improvement methods.Develop and achieve performance goals and objectives in order to deliver an exceptional customer experience.Demonstrate the ability to influence, manage, and present ideas via clear written and oral communication.Build positive productive relationships with many stakeholders and partners around the world.Overcome time zone and geographic distance to drive cross-functional initiatives.
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