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:
Propose of the Role:
- Lead Quality Control (QC) agents in the hub to ensure an efficient organization- Control QC processes to ensure quick and high quality case management- Provide support to the QC tasks done by the agents
Accountabilities:
- Manage Mitigation/Prevention queues for the region/hub - 40%- Manage priorities to ensure Mitigation's SLA is accomplished - 15%- Ensure all processes in place are properly followed by the agents - 15%- First point of escalation for Direct Contract cases - 15%- Hub's Team Management duties - 15%
Challenges:
- High time pressure and efficiency as result of high workload- Coordinate the resources to ensure quick and high quality replies- Ensure a proper prioritization to be focused on more relevant losses- Manage the complexity of different systems- Manage the escalations from other departments- Manage the relationship with our internal partners and external stakeholders- Work with diverse teams & cultures across all the regions
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.
