eDreams ODIGEO is one of the world's largest online travel companies and one of the largest European e-commerce businesses.
Under its four leading online travel agency brands - eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo - it offers the best deals in regular and charter flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages, and travel insurance to make travel easier, more accessible, and better value for the more than 17 million customers it serves across 46 markets.
eDreams ODIGEO is listed in the Spanish Stock Market.
Job Purpose: To be the first point of contact for Outsource Partners and support achievement within a 24/7 operation.
To provide Leadership and Management virtually to deliver a high level of consistent Customer Service.
To monitor and manage contractual and procedural compliance and escalate non-compliance as appropriate.
To take full proactive ownership for management of daily Operational and Service Delivery of Outsource business partners globally.
To monitor and manage daily, weekly, monthly and quarterly performance identifying areas of improvement and implementing actions for continuous improvement.
To achieve and exceed all KPI's including, but not limited to, Customer Service Satisfaction, Quality, Productivity, Adherence, issuance rate, refunds TAT and revenue generation targets.
To be a customer champion and contribute positively to ensuring that every touch point via our Outsource Partners is a positive one.
To identify areas of opportunity and work in partnership with all related business areas to improve the standard of customer service.
To instill a culture of continuous improvement across Outsourcers.
Responsibilities: Manage daily operational issues, compliance and performance within the 24/7 environment.
Conduct professional interaction across all levels of the business up to Head level using the appropriate communication style, language and tone to suit the audience.
Ensure written and verbal communication is clear, concise, and professional.
Be culturally aware and respectful of local customs and traditions.
Support and drive achievement, identifying points of failure and take assertive action to improve outsourced service delivery.
Lead and participate in regular reviews and account governance activities.
Resolve complaints and issues focusing on a win-win solution.
Perform regular, approved site visits and identify points of failure.
Provide management, development and guidance to Administration staff as allocated as direct line report.
Protect company reputation, customer experience and take appropriate action to manage risks and non-compliance.
Manage financial risks and recovery of monies from including, but not limited to ADM, WO and Fraud.
Escalate issues where necessary, ensure open, responsible and inclusive working practices.
Ensure all tools and requirements are fully functional, support and drive solutions through appropriate processes, eg Jira.
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