.Senior Orient Express CC Operations Manager We 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 Express Artisan 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 Description Job 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 Values Leading the OE global Contact Centre team to ensure they achieve their targets in sales and quality Ensuring that the high level of service and the quality approach are delivered by all Participating in the recruitment, development, and growth of the Orient Express Contact Centre Operations team Establishing clear and smart objectives Ensuring that the global team has all the support and necessary training to provide a luxurious experience Defining KPI and SLA in both Quality and Performance with the Site Director Being responsible for the Workforce Management Participating in the update and improving the existing procedures and policies Reporting on the activity and productivity Actively participating with the Site Director in the preparation of the department Annual Budget and Strategic Plan Deploying and organizing new projects in accordance with strategy Ensuring the smooth coordination of the operations Building and maintaining stakeholder relationships