As a Senior Service Delivery Manager at Egencia, you will lead and support multiple Egencia outsourced customer service centers working from our vendor site in Malaga, Spain. You will work closely with our vendor operations globally, motivating and leading the vendor to help them achieve the best performance for customer experience and operational efficiency.
Location: Malaga, Spain (Occasional travel to EMEA and South Africa)
What will you do:Achieve and succeed on all key Operational Metric requirements to deliver top-level productivity and customer satisfaction results.Develop a high performing team of operations managers, team leaders, and consultants.Partner with Business Leaders & Finance on headcount planning and forecasting.Perform root-cause analysis around issues, and develop recovery plans where required.Identify best practices/processes, and ensure consistent utilization across all teams.Provide leadership and coaching of vendor management employees, closely monitoring center and employee performance management, identifying issues, and working with the vendor on solutions.Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model.Identify, analyze, develop, and recommend plans for increased vendor productivity.Who are you:A hands-on, self-motivated leader who thrives on improvement opportunities and takes risks in driving strategy and rolling out new practices. Team-oriented with the ability to galvanize teams to work together and drive extraordinary results. Someone who identifies vision and carries their teams through to creation.
Qualifications:Extensive experience with customer service and leadership from a call center operations environment.Local understanding of country labor laws and nuances needed to support excellent performance.Expertise in all aspects of call center servicing:KPI delivery and service level managementCoaching, development, mentoringRecruitmentWorkforce management; forecasting, planning & schedulingProductivity & qualityHR & Performance managementMotivation & recognitionTrainingError reduction capability (six-sigma beneficial)GDS Experience Amadeus or SabreResource management/cross-functional team supportTelephony & skilling across multiple centersFluency in English and another language preferred.Ideally extensive travel industry experience in either a corporate or leisure environment.Who are we:Each year, Egencia helps thousands of companies in over 60 markets better manage their travel programs. We provide modern solutions and exceptional service to millions of travelers as they plan, take, and complete every business trip. We deliver bottom-line savings to our clients and support the needs of the modern business traveler.
Unique in the market, we operate like an agile and entrepreneurial start-up, but we are backed by the world's largest corporate travel management companies, AMEX GBT, and have emerged as a key disruptive player in a quickly evolving market with double-digit growth.
We believe in being different. We seek new ideas, different ways of thinking, diverse backgrounds and approaches, because averages can lie and sameness is dangerous. Our norms aren't rules or universal at all corners of our company, but they are important to our identity and how we work together.
We are transparent. We communicate openly and honestly, at all levels, upwards, sideways, and downwards. We surface difficult issues quickly, we act, we learn.
We organize for speed. We seek to gather data as fast as possible and move. Speed allows us to make mistakes and constantly improve.
We believe in the scientific method. Everyone's ideas are equal in the face of hard data. We use data to guide but not define our actions.
We lead humbly. Our leaders serve their teams. We are curious and always looking to learn. Though our leaders take their responsibilities to our business and their teams incredibly seriously, they never take themselves too seriously.
We act as one team. We look to optimize for the greater good, not just our own or even our own teams' interests.
Location: Spain - Malaga
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment, or bias based upon these grounds.
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