Call Centre Quality Coordinator
HOTELBEDS
Spain - Mallorca
hace 8 días

Hotelbeds Group is a leading provider of travel solutions which comprises of four specialist business units. The most established business unit is Bedbank -

the No.1 B2B bedbank worldwide and Bedsonline - a leading booking engine used by retail travel agencies worldwide.

  • We also specialise in solutions within Destination Management a luxury travel and cruise port services as well as meeting and incentive solutions company;
  • Transfer and Activity Bank a supplier of transfer routes and destination activities as well as excursions and car rental products and New Ventures a business that offers a variety of solutions to help push boundaries in visa outsourcing and processing, marketing solutions and B2B car rental booking.

    All of Hotelbeds Group business units play an important role in reshaping travel across a diverse range of market segments.

    The Bedbank business unit is leading Hotelbeds Group charge to reshape travel. It contracts, connects and efficiently distributes a differentiated portfolio of +100,000 hotels to leading travel trade industry partners including online travel agencies (OTAs), retail agencies, tour operators and airlines.

    Our main Bedbank brands include Hotelbeds, Bedsonline, Hotelopia, Travel Partner Brasil, Room & Go, JBS and Easymarket.This position sits within our Bedbank unit.

    JOB DESCRIPTION : At a Glance :

    At a Glance :

    You will be part of the Contact Centre team for EasyJet Holidays, one of our businesses within the Hotelbeds Group, which operates a holiday business on behalf of EasyJet under the brand EasyJet Holidays

    This includes packaging, marketing and selling hotel accommodation with EasyJet flights , and providing ancillary products, direct to the consumer in 7 European source markets (UK, Germany, Switzerland, Italy, France, Spain, Netherlands) through B2C websites and a multi-

    lingual contact centre operating 7 days a week, 365 days per year.

    Reporting to the Operations Manager of EasyJet holidays, this role is critical to ensure all customer interactions are of a high standard and exceed our customers expectations.

    Main Responsibilities :

  • 10 quality assessments (combination of email and phone calls) to be completed monthly for all agents using the easyJet Guidelines
  • Assessments to be of a high quality and to give a true reflection of our quality
  • Provide the business with full and accurate reporting within deadlines
  • Challenges existing processes and procedures
  • Identify trends and opportunities
  • Use the insight from quality assessments to help improve the business
  • Support the leadership team by providing coaching to agents
  • Leading on call levelling / calibration sessions
  • Ability to define and improve the role
  • Dealing with inbound and outbound calls during busy periods
  • Candidate Profile :

  • Good academic background, with experience in a Contact Centre
  • Native Level Of English, French, Italian, German, Dutch
  • Experience in a similar role
  • Good level of IT skills
  • Team-worker with good communication skills
  • Flexibility and availability to change shifts.
  • What we offer :

  • Competitive package based on skills and experience
  • 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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