Quality Control Team Leader - México - Hotelbeds

Hotelbeds

Empresa verificada

México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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.