Publicada: 15.11.2024. Actual hasta: 29.11.2024
Ofertas de empleo Senior Orient Express CC Operations Manager
ID: 133293 6
Senior Orient Express CC Operations Manager, Barcelona
Salario: a convenir
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 (namely La Dolce Vita, Silenseas, the New Orient Express, La Minerva hotel, Palazzo Donà Giovannelli hotel, and further developments to come).
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 and ensuring that each consultant achieves luxury standards and sales objectives at each guest's interactions
Participating and be involved 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 for all High Net Worth Clients and to achieve sales goals
Defining KPI and SLA in both Quality and Performance with the Site Director
Being responsible for the Workforce Management (sizing/roasters)
Being part of the update and improving the existing procedures and policies and creating new ones to drive results
Participating in the optimization of existing procedures to improve service quality and sales dynamics (sales pitch, after-sales service responses) with the Learning and Development Manager
Reporting on the activity and productivity (collective and individual)
Actively participating with the Site Director in the preparation of the department Annual Budget and Strategic Plan and achieving the objectives therein
Deploying and organizing new projects in accordance with strategy
Ensuring the smooth and coordination of the operations, ensuring the highest levels of guest satisfaction, employee satisfaction and productivity
Ensuring B2C and B2B loyalty programs, are represented and maintained
Serve as a liaison between entities, contact centers, Orient-Express global team and Accor Global Sales Luxury & Lifestyle ensuring consistent B2C/B2B brand messaging
Building and maintaining stakeholder relationships.
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