.We are TravelPerk: a scaling unicorn valued at $1.3 billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch, and Deliveroo, our team is made up of A-players from across the travel and technology industries. 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—to connect people in real life in an enjoyable and sustainable way. TravelPerk are innovators.During the last year we have welcomed and acquired the likes of Click Travel, NexTravel, and Albatross to the team. From TravelCare to FlexiPerk 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! We are looking for an Outsourcing Operations Manager to join the Customer Care team! Our 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.What you will do Develop and monitor objectives for the Partners call center's day-to-day activities.Collect and analyze Partners call-center statistics (service level, customer service metrics, team happiness, etc.).Mentor others in developing leadership behaviors. Hire, manage, and lead teams to success.Work with the Senior Outsourcing manager to determine strategy and to ensure that customer service achieves overall goals.Evaluate performance with key metrics (accuracy, call-waiting time, etc.).Prepare reports for different departments or upper management.Be flexible to travel and support the centers on the field.What you need Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.Knowledge of performance evaluation and customer service metrics.Solid understanding of reporting procedures.Proficient in MS Office, G-docs, and call center equipment/software programs.Outstanding communication and interpersonal skills.Excellent organizational and leadership skills with a problem-solving ability.Positive and patient.Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.Hands-on mentality.Self-organized, proactive, and strong attention to detail.Fluent in English.A Bachelor's degree, or higher, in operations, business, or a related field, is a plus.What do we offer? Competitive compensation including equity in the company.Generous vacation days so you can rest and recharge