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 $1.4 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!
We are looking for a Planning and WFM Director - Customer Operations to help us continue delivering a 7-star experience to our customers.
Consequently, we have the ambition to not only ensure a delightful experience for our customers when interacting with our in-house 24/7 Customer Care team but also to utilize Product & Engineering resources to optimize the product in such a way that incoming contacts are reduced.
As a Planning and WFM Director at TravelPerk, you will:
Design, optimize and manage our workforce management framework, including implementation of both short- and long-term forecasting, capacity planning, and budget for the global footprint of Customer Care.
You will take full ownership of the WFM area.
To succeed, you will work closely with our Finance, Operations, and external providers to make sure we provide a 7-star experience at optimal cost while accommodating our growth.Manage the performance and improvement of our tools to identify efficiencies, improve self-service ratio, strengthen reporting and analytics & reduce incoming contacts.
To succeed, you will work closely with our Product and external tooling providers.Perform quantitative analysis of key process indicators (Demand Drivers, Contact Ratio, CSAT, and other metrics) and build business cases to improve Customer Journey and lead comprehensive execution plans for supporting customer experience improvement initiatives.
To succeed, you will work with a variety of internal stakeholders, including Marketing & Product.Partner with cross-functional teams to problem-solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally. In this role, you will report to the VP Customer Care and you will be based in Barcelona.
If you're ready to take off with us, keep reading!
What you need: 7+ years of experience with workforce management and customer care operations projects such as improvement of efficiency, quality, costs, etc., including experience with outsourced service providers.Demonstrated knowledge of customer experience tools and systems including best practices.Strong business acumen with an ability to understand the direction and goals of the business.Strong analytical background - 7 Quality tools, SPC, Hypothesis Testing, Regression Analysis.Ability to work independently, anticipate problems and suggest solutions.Ability to communicate effectively, influence and drive change while building rapport and credibility quickly with all levels in the organization.Fluent written and verbal communication in English. Bonus points for: Travel sector experienceWord Processing/Spreadsheet Applications (Microsoft Office)Basic SQL Our Benefits: Competitive compensation, including equity in the company;Generous vacation days so you can rest and recharge;Health perks such as private healthcare or gym allowance, depending on location;"Flexible compensation plan" to help you diversify and increase the net salary;Unforgettable TravelPerk events, including travel to one of our hubs;A mental health support tool for your well-being;Exponential growth opportunities;VolunteerPerk - We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice. How we work: Our Vision is for a world where TravelPerk serves as the platform for human connection in-real-life (IRL).
We take an IRL-first approach to work, where our team works together in-person 3 days a week.
As such, this role requires you to be based within commuting distance of our hub.
#J-18808-Ljbffr