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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Back Office operations and enhancing customer experience through effective team leadership and process improvement initiatives. Proficient in data analysis and KPI management to drive operational success in travel operations.
Highest-signal resume keywords
Team ManagementKPI ManagementGDS PlatformsBI ToolsPost-Sale Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementQuality ControlEscalation ManagementOperational KPI AnalysisMicrosoft OfficeCRM SystemsReservation SystemsTravel OperationsBack-Office Processes
Soft Skills
LeadershipCoachingCommunicationCollaborationProblem-Solving
Tools & Technologies
JiraPower BITableauAmadeusSabre
Industry Keywords
Travel OperationsCustomer ExperienceNPS SurveyANAC RegulationsSLA Management
Tech Stack
Tools & technologiesERPTableau
About the role
Key responsibilities & impact- Lead Back Office operations teams, managing daily activities and ensuring an exceptional customer experience.
- Be an active member of the customer service team, maintaining an ongoing exchange of information to support operational success.
- Monitor calls and case handling to understand post-sale contact drivers and improve internal processes.
- Create Jira tickets to report operational errors and track their resolution.
- Analyze performance based on operational KPIs and implement improvement initiatives.
- Act as a liaison between Operations, Decolar teams, and third-party providers.
- Report deviations, risks, and opportunities to leadership and peers.
- Analyze data and generate insights to improve the experience of customers and agents.
- Handle urgent requests as needed.
- Create and deliver training for the operation.
- Participate in QA calibrations and regular forums.
- Reinforce communications regarding work routines and contingencies.
- Maintain daily collaboration with WFM/GTR for resource management.
- Drive and oversee continuous-improvement projects with support and Product teams.
- Suggest improvements or identify deviations and errors in NPS survey comments.
Requirements
What you’ll need- Bachelor’s degree or equivalent higher education qualification.
- Experience in post-sale support and the full range of travel operations (procedures and systems).
- Intermediate Microsoft Office skills, including charts, pivot tables, and VLOOKUP.
- GDS (Global Distribution System) platforms, such as Amadeus, Sabre, or similar systems.
- CRM/ERP systems for relationship and process management.
- BI tools, such as Power BI or Tableau, for indicator analysis.
- Reservation systems, including booking and inventory management platforms.
- KPI and metric management, including SLA, productivity, quality, and response time.
- Team management, including leadership, coaching, and performance evaluation.
- Quality control, including process auditing and monitoring.
- Escalation management and resolution of complex issues.
- Travel operations, including air travel, hotels, packages, and insurance.
- Regulations, including ANAC requirements, cancellation policies, and refunds.
- Back-office processes, including post-sale support, changes, and cancellations.
Benefits
Comp & perks- Real autonomy to make decisions and create an impact from day one
- A continuous-learning culture: we fail fast, learn, and scale
- A diverse, collaborative, and silo-free team
- Growth opportunities within a global ecosystem (Prosus)
- We value ownership, innovation, and putting people at the center