Group Customer Service Op. Lead - Shawnee, United States - eDreams Odigeo SA

eDreams Odigeo SA Shawnee, United States

3 weeks ago

Description

**Group Customer Service Op. Lead**

**Job Description**

Posted 3 days ago

**eDreams ODIGEO** ) is one of the worlds largest online travel companies and one of the largest European e-commerce businesses. eDreams ODIGEO and each of its five leading brands Opodo, eDreams, Go Voyages, Travellink and Liligo have been instrumental in ushering in a new era of travel booking. With a presence in 46 markets, we are Europes largest flight retailer, serving over 18 million customers last year. Our customers can access the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value.

We need energetic and reliable professionals to join us as a Group Customer Service Operations Lead. The successful candidate will be responsible for managing remote operations teams across our outsourced global delivery centers. Your role is to take full ownership and accountability for delivery center front office performance across voice, chat, and email ensuring KPIs are achieved, agent performance is maximized, and the optimal customer experience is maintained.

**Key Responsabilities:**

Help support and manage outsource operations for various offline tasks including claims, complaints, postal letters, customer review websites and forums, social media, reception desks, and other ad-hoc tasks.

Prepare and present daily, weekly, monthly, and quarterly operational performance management reports.

Participate in quarterly business review sessions with top management and delivery centers.

Work with delivery center team leaders to understand the team and agent under performance challenges and work together to remedy.

Communicate issues identified to the Manager to minimise operational failures.

Take full accountability for First Contact Resolution.

Prepare, modify, and enhance training content, local work instructions, agent scripts, processes, and procedures as required.

Work cross functionally with other teams including quality, training, WFM, and reporting to understand the voice-of-the customer, recommend continuous improvements, and drive change.

Ensure updates are properly shared, communicated, understood, and cascaded down to agents and team leaders.

Understand the voice-of-the customer and recommend process, procedure, and training improvements.

Participate in QBR sessions reviewing previous quarter results and agree on new quarter targets and action plans.

Conduct professional interaction across all levels of the business up to CEO level using the appropriate communication style, language and tone to suit the audience.

Perform regular, approved site visits and identify points of failure. Provide solutions.

Manage financial risks and recovery of monies from including, but not limited to ADM, WO and Fraud.

Challenge existing processes and proactively contribute to the development of the overall customer experience including development/improvement of systems and procedures.

**Essential Experience and Skills:**

Ability to effectively lead and manage remote teams.

Ability to easily understand technical challenges and translate them into functional and/or technical requirements and discuss with IT and product teams.

Ability to effectively communicate targets, new products and/or procedures.

Passion for continuous improvement obsessed with looking for new improvement opportunities to help the team achieve their goals.

Ability to effectively escalate issues to cross-functional teams and explain weekly performance metrics and improvement suggestions.

Understands how to read and interpret KPI performance reports.

Knowledge and understanding of working with an external service provider.

Strong understanding about resource planning, forecasting, scheduling, and schedule adherence.

Familiar with basic customer service/ sales metrics including conversion rate, average handling time, contact ratio, contact reason codes, attach rate, and revenue margin.

Experience in a Travel based company with a good knowledge of travel business.

Excellent communication skills in English and given language as appropriate.

We support a phenomenal lifestyle and work-life-balance with our flexible hours and flexible remote work policy.

A **free eDreams Prime subscription** to benefit from significant discounts on your travels.

Competitive compensation package with an attractive bonus structure.

Excellent environment for continuous **growth and learning:** with our Learning & Development programs, you will have access to tech talks, internal soft skills and technical skills training, language lessons, external events and industry conferences.

Free subscription to OReilly Online Learning.

Fast-track career development: with our unique programs, you are always working towards the next step on your career path.

A phenomenal lifestyle and work-life-balance.

Additional prizes and awards for a variety of team and individual achievements.

Fun at work: at eDreams ODIGEO, work and fun go hand in hand

And the opportunity to work in a dynamic, dedicated, fun and passionate team of professionals. We journey together

Come fly with us and join us now.

*eDreams ODIGEO under its four leading online travel agency brands eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo is an equal opportunity employer and value diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status*

Barcelona Location The largest community on the web to find and list jobs that aren't restricted by commutes or a specific location.

Lead Customer Service Associate

1 week ago

Zips Car Wash Shawnee, United States

Job Details · Job Location · KSSHA Nieman - Shawnee, KS · Position Type · Full Time · Education Level · High School · Salary Range · $ $18.00 Base+Commission/month · Travel Percentage · None · Job Shift · Any · Job Category · Customer Service · Description · How wou ...
Automotive Service Washer Lead/ Safety Manager- Hendrick Lexus- Merriam Ks

2 days ago

OnSite Solutions LLC Shawnee, United States

Job Description · Job DescriptionJob Description: Manager of safety, process and employees of Hendrick Lexus Service Wash. · Duties: · Does NOT wash service vehicles · Oversees safety;Responsible for turning off automatic windshield wipers · Employees do not get out of vehicles i ...
Customer Service Lead

1 week ago

TFL Group Overland Park, United States

TFL, a leading live entertainment and technology company, has a fantastic opportunity for a Customer Service Lead to join our team.About TFL (Tickets For Less)At TFL, we are passionate about creating Memories For Life for sports fans, music lovers and event goers across the count ...
Customer Service Lead

1 week ago

TFL Group Overland Park, United States

TFL, a leading live entertainment and technology company, has a fantastic opportunity for a Customer Service Lead to join our team. · About TFL (Tickets For Less) · At TFL, we are passionate about creating Memories For Life for sports fans, music lovers and event goers across t ...
Catering Services Worker Lead

1 week ago

Aramark Corp. Overland Park, United States

Job Description · The Catering Service Worker Lead is responsible for supervision and support in planning catering events of varying sizes and levels in both central and satellite locations. Ensures that all catering brand standards and initiatives are consistently achieved. · Jo ...
Sales Agent

3 weeks ago

DIFILIPPO Shawnee, United States Full time

DiFilippo · is looking for a leader to add to our organization who has passion and purpose. We have been in business for 120 years and lead the way in the industry. The role will consist of learning our process to service existing 2,000 business clients while developing relations ...
Part Time Demo Team Lead in Walmart

1 week ago

Advantage Solutions Shawnee, United States Part time

Part Time Demo Team Lead in Walmart · 5701 Silverheel St · Shawnee, KS 66226 · Minimum: · Maximum: · Do you enjoy putting smiles on customer's faces? Join our growing marketing team by preparing food and beverage samples to Walmart shoppers. In the position of Part Time Demo Lead ...
Office Representative

1 week ago

Mitzi Ryburn - State Farm Agent Shawnee, United States

Position Overview · Are you outgoing and customer-focused? Do you enjoy working with the public? If you answered yes to these questions, working for a State Farm independent contractor agent may be the career for you State Farm agents market only State Farm insurance and financia ...
Installation Technician I

1 week ago

AVI-SPL, Inc. Shawnee, United States

· WHO WE ARE · AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which incl ...
Restaurant General Manager

1 week ago

Taco Bell Shawnee, United States

Restaurant General Manager · Shawnee, KS · DRG is looking for a Dynamic and Experienced Leader who has quick service restaurant (QSR) experience and wants to work for a fast-growing company, with tons of growth opportunities · DRG Offers: · * Profit Sharing/*Monthly and Quarterly ...
Lineman -Journeyman

3 weeks ago

Evergy Shawnee, United States

JOB TITLE: Lineman Journeyman · REQUISITION: TRA00L4 · DEPARTMENT: Shawnee Line · LOCATION: Shawnee, KS · PAY RANGE: $46.26 · Headquartered in both Kansas City and Topeka, Evergy employs about 4,900 people who are dedicated to empowering a better future. We are currently seeking ...
SUD/Overdose Prevention Health Systems Manager

3 weeks ago

State of Kansas Shawnee, United States

Job Posting · Important Recruitment Information for this vacancy · * Job Posting closes: May 7, 2024 · * Required documents uploaded by: May 7, 2024 · Kansas Department of Health and Environment: · Our agency is led by Secretary Janet Stanek, who was appointed by Gov. Kelly in De ...
Lineman -Journeyman

1 week ago

Evergy Shawnee, United States

JOB TITLE: Lineman Journeyman · REQUISITION: TRA00L4 · DEPARTMENT: Shawnee Line · LOCATION: Shawnee, KS · PAY RANGE: $49.08 · Headquartered in both Kansas City and Topeka, Evergy employs about 4,900 people who are dedicated to empowering a better future. We are currently seeking ...
EES Human Services Consultant

3 weeks ago

State of Kansas Shawnee, United States

Job Posting · Important Recruitment Information for this vacancy · Job Posting closes: Open Until Filled · Incomplete applications may not be considered. · Agency Information: · Kansas Department for Children and Families | · Economic and Employment Services · Northeast Region/T ...
Equipment Operator

1 week ago

Waste Management Shawnee, United States

Equal Opportunity Employer: Minority/Female/Disability/Veteran · What is the value of a WM job? · The value of a WM job is more than a paycheck. It's a way to create opportunities for you and your family. · We Are Stable: Our WM team is home every day, and our team members perfor ...
Electrical Engineer

3 weeks ago

Talent Software Services Shawnee, United States

Electrical Engineer 5 - Substation Design Job Summary: Talent Software Services is in search of an Electrical Engineer for a contract position in Overland Park, KS. The opportunity will be one year with a strong chance for a long-term extension. Position Summary: Functions as a t ...
Marketing Communications Project Manager

3 weeks ago

Skywalk Group Shawnee, United States

Are you ready for a new opportunity that will ignite your innovation and creativity? · PBI-Gordon Companies is seeking a dynamic marketing professional to join its team as a Marketing Communications Project Manager in Shawnee, KS. · The Project Manager is responsible for leading ...
Polysomnographer

3 weeks ago

Adventist Health System Shawnee, United States

Polysomnographer - AdventHealth Shawnee Mission · All the benefits and perks you need for you and your family: · * Career Development · * Whole Person Wellbeing Resources · * Tuition Reimbursement · * Mental Health Resources and Support · * Providing faith-based, whole person car ...
Restaurant Front of House Manager

1 week ago

Sharks Restaurant and Billiards Shawnee, United States

Job Description · Job DescriptionSharks Restaurant & Billiards in Shawnee Mission, KS is calling all friendly food service management professionals to apply to join our amazing team as a full-time Restaurant Front of House Manager · WHY YOU SHOULD JOIN OUR TEAM · We are a well-kn ...
Operations Technician

1 week ago

State of Kansas Shawnee, United States

Job Posting · Agency Information: Kansas Department of Labor · The Kansas Department of Labor (KDOL) assists in the prevention of economic insecurity through unemployment insurance and workers compensation, by providing a fair and efficient venue to exercise employer and employee ...