Operations Supervisor - Spain (Madrid)

Overview The Operations Supervisor (Call Center) is responsible for the overall maintenance and supervision of the Operations Center office, assuring that all client crew accommodations are satisfied to the proper level of the Service Level Agreement (SLA).

Essential Duties and Responsibilities Supervises the Operations Agents activities to ensure efficient and effective customer service

Provide support while assuring all hotel and transportation requests are properly acted upon

Monitor and oversee the timely execution of various department activities including workload queues, group email accounts, and faxes to ensure effective client service support

Establish and maintain effective communication with client functional departments to ensure client expectations are met

Monitor and enforce quality expectations by reviewing, coaching and counseling Operations Agents on their phone customer service

Assist in the development of training programs to meet ongoing client service requirements by identifying and coordinating training needs

Engage and motivate Operations Agents

Provide Operations Agents with statistical feedback

Provide corrective feedback to Operations Agents as necessary

Resolve operational issues caused by unconventional and / or complex client requirements, and evaluate the overall impact of delays on the current day’s operation

Maintain a chronological shift log for recording key data for actionable requests that may require management resolution

Monitor processes to improve quality results by recommending changes

Monitor and ensure completion of reports as required by API policy

Collaborate with other department groups to resolve problems

Monitor and control departmental expenditures for ad hoc utilization due to errors, discrepancies, or other actionable challenges

Review, monitor and alleviate discrepancies within the API system

Build and maintain business relationships with clients by mitigating challenges

Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives

Qualifications The qualifications represent the credentials necessary to perform the essential duties of this position. To be successful, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Schedule and Work Hours This is a full-time position, Monday – Friday with flexibility to work evenings and weekends based on business needs.

Education and / or Experience A Bachelor’s Degree (or its equivalent) preferred and two years of call center, airline operations control center, API Operations Center, or crew scheduling experience is required.

Knowledge / Skills / Abilities Customer focus, objectivity and dependability

Ability to use careful, measured judgment and decision making

Critical thinking abilities

Ability to manage, motivate, develop, and direct people to achieve organizational goals

Superior communication skills across verbal, non-verbal, and written modes with strong active listening

Ability to identify problems, their sources, and potential solutions while maintaining day-to-day operations

Strong working knowledge of one’s field and awareness of current trends and changes

Ability to build relationships within the department

Bilingual English / Spanish required

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to talk or hear, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

Who We Are API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

EEO Statement Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion,