Travix - Job details
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Workforce Manager

Travix

Travix is a global online travel company operating currently in more than 40 countries (growing to 50) with more than 550 employees and offices in the Netherlands (Main hub), Germany (Operations), London (IT Development), India (Operations), Singapore (Satellite) and the USA (Satellite). Travix was established in 2011 following a merger of leading travel agency brands Vliegwinkel.nl, BudgetAir, Flugladen, CheapTickets.nl and Vayama. Travix joint roots go back more than 25 years, with a strong leading focus on innovative IT technologies, online presence and focus on our customers’ needs.

We are significantly outperforming the market with regards to growth, and we are on our way to become the global challenger in the online travel space, whilst keeping our startup mentality. With our 5 brands and an extensive portfolio of 40+ websites we are market leader in several countries and growing rapidly on all continents. We are passionate about everything we do. On a daily basis, we help thousands of people to find the best flights. We inspire them and guide them through their travel journey. We grow talent. “We move people!”

 

Customer Operations at Travix

We are a team full of passionate, people & customer oriented individuals that provide full journey support to customers of all different brands in local language. They deal with the structural turbulence of the flight and travel industry and to us, every day is Day 1. This means that every customer and every contact counts and is an opportunity for us to delight our customers. Our people manage customer contacts from India, Netherlands, Germany, Curacao and Singapore supporting the 40+ websites and supporting a variety of products and services. It is a very dynamic environment that constantly changes and our people have an agile and can-do mindset. We will further automate and optimize our processes to improve our customer's experience while increasing internal efficiencies and in combination with new technology we will provide a differentiated service to our customers.

 

The role

As Workforce Manager you are monitoring everything that is happening at Travix in relation to customer care, across all our customer service channels (email, calls, social media). You use this data and insights to improve efficiency and service levels in all our global Customer Support Centers across all channels. You have two main responsibilities:

  1. Resource Planning / Workforce management: You match the supply and demand in all our Customer Service Centers. You analyze the customer behaviour and trends in all our channels and CSC’s and use this data to forecast the required resources on a daily, weekly and monthly basis. You provide an adequate resource planning that, wIthin the legal and organisational requirement and set parameters, optimizes our customer care efficiency, accessibility levels and response times to customers

  2. Business Analysis: You monitor and analyze our customer care data, providing recommendations and advice on trends, opportunities and risks. With your in-depth knowledge of our customer data you are a sparring partner for the VP Customer Operations to shape and optimize the customer experience.

Furthermore, you build the data-driven culture within the Customer Operations environment and in the whole organization.

Your challenge

  • Understanding the complexity of Customer Operations with different channels, regulations, timezones, offices etc.

  • Creating adequate forecasts based on previous trends and marketing data.

  • Delivering planning and schedules for our Customer Support Centers based on these forecasts

  • Figuring out what is driving or hindering customer experience and customer satisfaction and being able to translate these insights into opportunities for improvement.

  • Identifying areas of investigation to support identification of improvement areas

  • Provide high-quality analyses and reports that convince your stakeholders to take action.

  • Develop strong relationships with a range of stakeholders  Analysts, Marketeers, Commercial Teams, Product Owners, Air Support and IT) for close collaboration and to build the data-driven culture.

What you bring to the table

  • Bachelor or Master degree in marketing, economics, data-science or another relevant study.

  • You have 2-4 years of working experience. Experience in a data analysis role and experience with workforce management / capacity management and tooling is required. You are data driven and have solid analytical and Excel skills.

  • You have experience with planning & analysis in multi-channel, multi-country Customer Support Centers and understand the complexity of different channels, regulations, timezones, technologies etc.

  • You're ambitious, you always want to know more about your field and you look forward to continuous learning.

  • You have the ability to quickly adapt to rapidly evolving and changing business priorities.

  • You have the perseverance to find the right answers to your questions and have a great eye for detail

  • You are able to influence and convince people to take action.

  • You are empathetic and understand the impact of schedules changes on people

  • Fluent written and spoken English is essential, Dutch is a plus

  • Master of the Travix Traits for Success!

What you can expect

  • Monthly salary, holiday allowance, and other great benefits

  • Covered travel costs, discounted ongoing cancellation / travel insurances

  • A multinational team of specialists to inspire and support you

  • Possibility to follow fun Dutch language courses @ Travix with your colleagues

  • There’s a good deal of room to be creative and to build your legacy

  • 30.5 days of paid leave, plenty of time to enjoy your global travel adventures

  • Top floor offices in the centre of Amsterdam, next to Central Station

  • Nice to have perks: Free fruit, company bar & free beer, foosball / table tennis competitions, great company events, good food and team activities.

Interested?

Of course you are! Do you recognize yourself in the above profile, we look forward receiving your application by clicking the “apply now” button. For more information about the vacancy and the application process you can contact Floor Havermans (Talent Acquisition Manager) at fhavermans@travix.com.

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