Hotelbeds is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team Hotelbeds, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.
JOB DESCRIPTION:
Responsibilities:
- Manages and guides the Executives to meet all company service deadlines/quality guidelines/protocols during their interactions through the current channels (Phone, Emails, Chat, Web)
- Manage workload of all team members and responsible for manpower and workload distribution on the section.
- To plan, design and deliver required training programmes effectively and within set timeframes.
- Monitors the Executives to correctly adhere to the stablished Shifts/Schedules, defined Vacations policies, required participation on Trainings
- Assures a fluent relationship with Sales/Clients stakeholders to assure the right counterpartnership solving Sales/Clients’ escalations and keeping Sales informed about our activity with our mutual clients if needed to assure the right counterpartnership
- Engages with the Executives on an enthusiastic way to assure they are motivated and committed on their daily activity
- Feedback any concerns/issues (individual or team) through the Manager to allow it to be dealt with accordingly.
- Conduct independent quality checks on OTS Executive scoring evaluations to ensure agreed accuracy levels are met, including any agreed changes in call handling / email techniques and constructively feedback to agents/team leaders concerned.
- Escalate major issues to OTS Manager for communicating possible solutions in a constructive manner.
- Track and report team workload and status, analyse reports and make recommendations to the manager in order to improve efficiency
- Prepare and conduct Mid-Year and Annual performance reviews
- Attend and actively participate outside meetings / events and business travel as and when required.
- Participate in ad hoc project as required by the business.
- Organize the team meeting on regular basis.
Qualifications:
- University graduate or recognized diploma in a field of Hospitality and Tourist or any related field
- Work experience in Hotel reservation, call center business.
- Preferred candidates have experience to supervise in large team customer service/contact center environment.
- Fluent spoken and written in Chinese and English.
- Excellent time management skills with the ability to work well under pressure in a fast-paced environment.
- Proactive, driving for result and teamwork spirit.
- Work based in Bangkok, Thailand
- Able to work in shift.
You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
As well as an attractive benefits package you will be able to work:
Within an innovative, engaging and multicultural environment.
Have the opportunity to build strong and lasting business relationships and friendships from around the world.
Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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