Head of Operations & Networks

Operations Supervisor Location : You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.

We are the emerging leaders in technology led end-to-end travel management, in the B2B space.

Physical Presence in 47 countries with business in 110 countries.

We stand by our eco system of suppliers and buyers to service the end customer.

An open & informal start-up environment which cares.

Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance.

Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.

Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.

Review performance reports with agents by completing quarterly reviews for team member.

Help drive innovation in refining and improving performance standards and processes.

Provide subject matter expertise for training, curriculum development and performance improvement initiatives.

Builds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners.

Spanish + Italian

Must have strong working knowledge of MS Office products.

Strong leadership required, with effective performance management and coaching techniques.

Critical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively.