Contact Centre Back Office Operations Manager - Hybrid Model

As you contemplate your future, you might be asking yourself, " What's the next step?’’ Start your journey with us!
We're seeking an experienced Contact Centre Back Office Operations Manager to join our Customer Experience in Barcelona (hybrid). If you're ready to soar, we're ready to take you there.

Why eDreams ODIGEO
We’re the world's leading travel subscription platform.

• We pioneered Prime, the first and largest travel subscription programme, which has topped over 7.8 million Prime members since launching in 2017.
• Millions of customers every year across 44 markets – 5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo
• More than 100 million searches per day on our websites - more than 6 billion AI daily predictions
• Over 1,700 employees – More than 60 different nationalities from all continents – 99% permanent contracts

Prime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits. This entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.

What you will do:
The Role's Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Contact Centre Back Office Operations Manager - Hybrid Model you will be in charge of:

• Own external CX Partner’s relationship across multiple regions, Partners, sites and lines of business
• Work with the Partner’s Operations Directors to manage and improve the Partner’s performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Monitor performance, ensuring productive hours, performance targets, and quality standards are achieved.
• Conduct weekly, monthly, and quarterly business reviews.
• Work with the quality team to implement best-in-class Customer Service and initiate appropriate actions as needed.
• Work with resource planning to review channel forecasts, AHT, SLA, and occupancy levels in order to create a three-month forecast of required productive hours and agents.
• Work with training to plan training calendars/roadmaps for both new hire induction, upskilling, cross-skilling, and refresher training.
• Support real-time management and help coordinate various actions to address performance, ensuring targets are achieved.
• Monitor various key performance indicators and initiate root cause analysis to identify drivers impeding expected account performance.
• Take full accountability for First Contact Resolution.
• Represent the ‘voice of the customer’ by highlighting contact reasons and customer dissatisfaction drivers to identify and implement appropriate measures and drive change.
• Ensure updates are properly shared, communicated, understood, and cascaded down to agents and team leaders.
• Ensure all tools and requirements are fully functional, support and drive solutions through appropriate processes
• Maintain clear records and shared folders of all reports, documents and operational KPI’s.
• Challenge existing processes and proactively contribute to the development of the overall customer experience, including the development/improvement of systems and procedures.
• Promote understanding in all relevant business areas and obtain buy-in for change.
  

What you need to succeed:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:

• +5 years of experience in managing large customer support operations and BPO vendors.
• Strong analytical and problem-solving skills.
• Excellent leadership and communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Results-driven mindset with a focus on continuous improvement.
  

Preferred Qualifications

• Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI-powered assistants.
• Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI-driven solutions into workflows.
• AI-Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.
• Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.
  

What’s in it for you?
The best talent deserves the best benefits
At eDO, we want you to be a part of our success story and great culture.
Here's what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role-based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle.
• Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
• Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcomes. You'll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.
  
  

Wanna take a peek into what it's like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.

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