Process Lead

About Us

Traditionally, booking an organized tour was a tedious and time-consuming process. Where will I stay? What activities will I do? What meals am I going to have? What operator can I trust? TourRadar transforms this experience by making booking multi-day adventures seamless and timely. Partnering with 2,500+ operators to offer over 50,000 adventures in 160+ countries, we've revolutionized the travel industry.

Founded in 2010, TourRadar was the first to transition multi-day tours to an online marketplace, establishing ourselves as the leader in the industry. In 2021, we redefined the landscape again by launching the Adventure Booking Platform—a revolutionary tool connecting travelers, operators, and travel agents to organized adventures through one powerful platform.

With 40+ different nationalities in our team and offices spanning Europe, North America, and Australia, we deliver an unparalleled booking experience. Our culture of innovation fosters exceptional talent, and we're looking to scale our team with individuals who share our passion for reshaping the future of travel.

Essential Duties

Your Main Responsibilities:

·       Embody TourRadar's core values daily, fostering an inspiring and engaging work environment focused on results.

·       Partner with the Head of Customer Service to ensure team targets are achieved and support needs are met.

·       Monitor team performance using advanced data tools to track progress against goals.

·       Serve as the escalation point for complex issues and provide effective problem-solving.

·       Plan daily team activities and step in to assist on the frontline when necessary.

·       Identify development needs and deliver coaching, training, and regular 1:1 sessions.

·       Support onboarding and mentorship for new team members.

·       Drive workflow efficiency by implementing new processes and best practices.

·       Actively participate in company events and team meetings.

·       Champion continuous improvement by sharing feedback and innovative ideas.

Customer Service

·       Collaborate with global teams across Vienna, Brisbane, and Toronto to ensure seamless customer support and satisfaction.

·       Analyze data to provide actionable insights for business decisions.

·       Consistently meet SLAs and deliverables.

·       Handle inquiries and complaints across multiple channels, maintaining professionalism and accuracy.

·       Ensure smooth communication with global counterparts.

·       Understand customer requirements and feedback to enhance service delivery and overall experience.

·       Resolve escalated issues while preserving strong relationships and business continuity.

Administration and Reporting

·       Ensure compliance with all applicable laws, regulations, and company policies.

·       Develop succession plans and train backups for key responsibilities.

·       Serve as a mentor and provide guidance to team members.

·       Utilize business tools to track performance and maintain quality standards.

·       Keep accurate records for invoicing and KPI reporting.

·       Perform weekly QA audits.

·       Lead onboarding for new hires and deliver refresher training sessions.

People Management

·       Take full ownership of team performance and provide daily leadership.

·       Lead through change with motivating and supportive behaviors.

·       Identify development needs and deliver coaching, training, and regular 1:1 sessions.

·       Recruit, onboard, and mentor new team members, setting clear expectations.

·       Assist with scheduling and rostering to support a global 24/7 operation.

·       Foster team engagement, maintain morale, and manage attrition effectively.

Continuous Improvement

·       Analyze current practices and implement initiatives to improve efficiency, profitability, and client relationships.

·       Embrace coaching and feedback to support personal growth and career progression.

·       Pursue training opportunities to enhance industry, product, and service knowledge.

·       Promote a strong team culture focused on continuous improvement and high performance.

·       Contribute ideas for process improvements in forums and assist in testing enhancements within your work area.

·       Apply your expertise while understanding how your team's performance impacts customers and broader business processes.

·       Collaborate with other departments to streamline workflows, improve practices, and ensure smooth information flow while reducing issues.

Qualifications

·       Bachelor's degree in a related field or equivalent experience.

· –3 years of experience as a people manager or team leader in a service-oriented environment.

·       Proficient in Excel, Word, and PowerPoint.

·       Strong coaching and mentoring abilities.

·       Skilled in creating reports for business reviews, scorecards, and billing.

·       Excellent written and verbal communication skills.

·       Strong customer service orientation.

·       Ability to build and maintain effective relationships at all levels, internally and externally.

·       Highly organized with the ability to manage multiple priorities.

·       Demonstrates discretion and confidentiality at all times.

·       Proactive, enthusiastic, and self-motivated.

·       Resilient, adaptable, and dynamic in a fast-paced environment.

·       Results-driven and capable of working both independently and collaboratively.

If this sounds like you, we'd love you to apply

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity. As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work.

All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.