Operations Team Lead (Implementations)

ES-Barcelona
Job ID
2017-1634
Category
Customer Experience

Overview

The Operations Team Lead works within the Operations department of TravelClick and is the lead and main point of contact for the assigned Team members in Implementation and Customer care. He/She needs to handle the operation details while seeing the big picture and ensure that the directions given to the team contribute to accomplish the overall Organization’s goals and strategy. He/She has a good understanding of the team´s dynamics, is able to manage performances and obtain the best from each team member. He/she focuses on above-average results, sets high standards for one’s performance and visibly strives for success. He/she also demonstrates the ability to gather important information and asks questions to clarify, also motivates individuals and groups and promotes cooperation.

Responsibilities

  • Works with leadership on team charter, goals and expectations.
  • Negotiates with leadership to gain high level commitment for necessary team resources.
  • Establishes SMART (Specific, Measurable, Attainable, Realistic, Timely) goals, define objectives and target deadlines for the team/team members.
  • Monitor tasks and workflow (using Salesforce, etc.) to ensure that department priorities and goals are met.
  • Reviews and monitors team progress toward goals.
  • Establishes and gains consensus on team ground rules.
  • Schedules and distributes work to team. Organize cross trainings if needed.
  • Assist and support the implementation of new policy and procedures and serve as a role model.
  • Encourages fair play with team rules and ensures all team members are held accountable for their actions.
  • Communicates expectations and the importance of completing team assignments on time.
  • Manage low performers and ensure top talents have opportunities to develop and grow further. Helps the team with conflict resolution and educates them on how to constructively solve problems.
  • Ensures team celebrates successes.
  • Follow-up till successful completion customer’s escalations/ issues/concerns.
  • Encourage and support employee’s suggestions for continuous process improvement.
  • Conduct weekly team meetings and 1:1.
  • Ensure smooth on boarding of new team members.
  • Be a Role Model. Understand and demonstrate TravelClick’s Core Values.
  • Assume the Supervisor’s role in his/her absence.

Qualifications

Ideally candidates have experience in Implementation, Customer Care, renewal or Account management. Strong communication skills at all levels and a collaborative team-orientation are essential. Experience in managing/leading teams and in developing people is an advantage. The ideal candidate has experience with the hospitality and travel industry and hotel reservation processing systems or technical experience at an interactive agency or web development firm is also preferred. The candidate has excellent customer facing skills, and is able to handle customer escalations and customer frustration. He is empathic and has the ability to communicate, as well as with customers as with team members.

The candidate is computer literate, (Microsoft office, SalesForce…) and is familiar with Internet Technologies. Additionally, the candidate possesses strong analytical skills, has a great capacity for creative problem solving and has the ability to work independently without supervision.

 

LANGUAGES REQUIRED FOR THE POSITION:

Must be fluent in English and at least 2 other European or languages

 

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