Senior Orient Express CC Operations ManagerWe are Accor. We are a worldwide Augmented Hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limits.At the Accor Global Reservation Centre, we offer memorable experiences to our clients. We are an international team helping guests offer them the best experience when making a reservation with Orient Express.About Orient ExpressArtisan of Travel since 1883, Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within the Accor Group, this brand is currently going through exciting phases of rebirth and expansion.Job DescriptionJob Purpose:Based in our office in Barcelona, and reporting to the Site Director, the Senior Orient Express Contact Centre Operations Manager will be responsible for managing sales & operations for Orient Express and lead to success a Global team of Luxury Travel Consultants to offer the best Guest Experience across our different products.What you will be doing:Champion Accor's Culture, Mission, Vision and ValuesLeading the OE global Contact Centre team to ensure they achieve their targets in sales and qualityEnsuring that the high level of service and the quality approach are delivered by allParticipating in the recruitment, development, and growth of the Orient Express Contact Centre Operations teamEstablishing clear and smart objectivesEnsuring that the global team has all the support and necessary training to provide a luxurious experienceDefining KPI and SLA in both Quality and Performance with the Site DirectorBeing responsible for the Workforce ManagementParticipating in the update and improving the existing procedures and policiesReporting on the activity and productivityActively participating with the Site Director in the preparation of the department Annual Budget and Strategic PlanDeploying and organizing new projects in accordance with strategyEnsuring the smooth coordination of the operationsBuilding and maintaining stakeholder relationships.Your experience and skills include:MBA or equivalent5+ years in a Senior Sales & Operation Manager or similar position in Luxury Travelling businessFluency in English (C1) is required and other languages such as French and/or Italian is an assetProficiency in Software knowledge in CRM (Salesforce) and Microsoft Office SuiteExceptional experience successfully building and leading sales functionsProven team-builder with outstanding motivational skillsExcellent negotiation, interpersonal, communication and leadership skillsPositive attitude and agility, a natural collaboratorStrong balance of both innovation and respect for heritageDeep understanding of the luxury travel distribution landscapeAnalytical mindset with a strong focus on data-driven decision makingProven project management and organizational skillsAbility to exercise discretion and judgementMust be currently legally entitled to work full time in SpainWhat is in it for you:Private health insurance24 working days of paid holidays per yearAttractive discounted rates for our iconic properties worldwideDaily food allowanceIncentive planAccess to ongoing training and professional developmentOpportunities for career growthDiverse, inclusive, and fun work environmentPositive and supportive company cultureWork-Life Balance commitmentOpportunities to give back to the communityOur Commitment to Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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