Responsibilities

• Provide team leadership and coaching
• Implement, analyze and develop action plans
• Motivation of the team in order to achieve the goals set
• Focus the team daily on the tasks at hand according to the customer requirements and objectives
• Communicate team status, task accomplishment, and direction
• Ensure that the operational KPIs and SLAs methodologies of the company are achieved by monitoring, evaluating and ensuring the control of the team.
• Analyze KPIs and SLAs and proactively report on actions to the Operations Manager.

Requirements

• Minimum 1 year work experience as a people manager / team leader
• Ability to motivate and coach team members
• Strong organization and time management skills
• Analytical skills with a keen eye for detail
• Troubleshooting mindset with good IT knowledge and PC troubleshooting skills
• Proficiency in the use of Microsoft Office specifically Excel
• Passion to service end-customers (B2C)
• Excellent communication skills & high focus on customer satisfaction
• Native or near native in Dutch, Italian, Spanish or French (verbal, reading, writing)
• High level of English (verbal, reading, writing) if it's not your native language

Desirable:

• Strong interest and passion for the travel and accommodation industry
• 2+ years’ work experience as a people manager / team leader
• Knowledge and experience in customer service for IT products / services / travel and tourism sector
• Understanding of PC and connectivity troubleshooting for Windows
• Experience with Salesforce, specifically reporting
• Excellent understanding of coaching and leadership through SMART/GROW etc.
• Self-aware and passionate about both theoretical and practical management and coaching techniques