We are innovators and disruptors in global travel content, distribution and payments technologies. Travelfusion has created the largest LCC & NDC distribution platform that helps global travel organisations grow in a fast changing industry. Head quartered in the City of London, with offices in Shanghai and Thessaloniki, Travelfusion is a fast-growing, dynamic travel technology business.
The Operations and Service Delivery role encapsulates the responsibilities for overseeing the day-to-day bookings support operations, handling efficient and smooth processing of client enquiries, optimises team performance through well defined metrics and processes and ensures a seamless customer experience.
Closely works with Operations, Product and Engineering teams to improve the service flow and delivery targets of a 24x7 booking operations call centre team.
Operations Management:
- Oversee the day-to-day booking support operations, ensuring SLAs and KPIs are consistently met
- Monitor real-time performance metrics and identify bottlenecks, taking corrective measures such as staffing or workflow adjustments,
- Manage the inbound and outbound booking enquiries across YouTrack, chat and and email channels.
Development and Team Leadership
- Lead, coach and develop a team of highly motivated and high calibre booking support agents and leaders
- a team of highly motivated and high calibre booking support agents and leaders
- Conduct regular review of gaps in training and processes with targeted measures to improve and enhance performance. Carry out regular performance reviews and OKR check points to cultivate a high performing team.
- Foster a customer centric approach
- Handle escalations and support team members through complex booking disruption issues.
Performance and Analytics
- Consistently track, review and analyse KPIs and OKRs - with focus on throughout, CSAT
- Focus on metrics to identify work-flow bottlenecks and to improve productivity
- Produce reports for the department head and leadership team
Customer experience and User Satisfaction
- Implement a framework for high standards of client customer service and review of CSAT.
- Implement best practices for timely issue resolution and customer engagement
- Identify new trends, application of tools and technology to continuously improve.
Compliance and Process Improvements
- Ensure adherence to company policies, departmental requirements GDPR, PCI obligations and industry standards
- Constant review of processes, SOPs and effective execution of those processes to identify gaps and implement improvements.
Essential Skills and Experience
- 8 years+ in a fast-paced travel, travel technology, high volume international business e.g. OTA, TMC, Airline Operations
- Proven leadership and management skills
- Professional, hands-on and strong communications skills
- Ability to deliver training, improve processes and write clear documentation
#LI-KP1
