Publicada: 15.11.2024. Actual hasta: 29.11.2024Ofertas de empleo Senior Orient Express CC Operations ManagerID: 133293 6Senior Orient Express CC Operations Manager, BarcelonaSalario: a convenirJob 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 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 all and ensuring that each consultant achieves luxury standards and sales objectives at each guest's interactionsParticipating and be involved 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 experience for all High Net Worth Clients and to achieve sales goalsDefining KPI and SLA in both Quality and Performance with the Site DirectorBeing 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 resultsParticipating in the optimization of existing procedures to improve service quality and sales dynamics (sales pitch, after-sales service responses) with the Learning and Development ManagerReporting 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 thereinDeploying and organizing new projects in accordance with strategyEnsuring the smooth and coordination of the operations, ensuring the highest levels of guest satisfaction, employee satisfaction and productivityEnsuring B2C and B2B loyalty programs, are represented and maintainedServe as a liaison between entities, contact centers, Orient-Express global team and Accor Global Sales Luxury & Lifestyle ensuring consistent B2C/B2B brand messagingBuilding and maintaining stakeholder relationships.#J-18808-Ljbffr