Real Time Adherence Coordinator

We are seeking a Real-Time Coordinator to oversee the daily activities of our Guest Experience teams within a dynamic contact centre environment. The ideal candidate will monitor real-time operations, ensuring optimal agent coverage and adherence to our Service Level Agreements (SLAs). This role requires a proactive approach to coordinate efforts across various teams, including Team Leaders, Agents, and Trainers, to maintain high service standards and achieve performance goals.

About Awaze
We are Europe’s largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple - to delight owners and guests. The business operates more than 25 consumer brands including Cottages.com, Novasol and Hoseasons.

The vacation rental market has been growing strongly over the last few years, with people desiring the space, flexibility and uniqueness provided. The current global pandemic has only served to strengthen that trend.

The role
In this role, you will oversee inbound operations across Novasol Contact Centres to ensure optimal staffing levels. Your responsibilities will include evaluating adherence to protocols and taking immediate action to enhance performance. This position is key to maintaining our high standards of customer service and operational efficiency.

Responsibilities
• Monitor real-time activities across various communication channels (calls, emails, chat) to ensure efficient resource allocation and SLA fulfilment.
• Collaborate with key stakeholders such as Team Leaders, Resource Planning, and Trainers to make tactical adjustments and enhance operational effectiveness.
• Maintain consistently high-quality, professional communication to align team efforts and ensure unified direction.
• Assess performance data to direct team activities and address the evolving needs of our customers proactively.
• Provide timely and accurate updates on service performance to stakeholders
• Triage and escalate service-impacting issues promptly, ensuring swift resolution and minimal disruption.
• Foster a methodical, detail-oriented work ethic within the team, encouraging an agile response to daily operational needs.

Skills to succeed in this role
• Proven experience in a contact centre environment, ideally within the travel or leisure industry.
• Strong communication skills, with the ability to work collaboratively and influence across departments.
• High level of patience and adaptability in a fast-paced, performance-driven environment.
• Ability to work independently and initiate changes that improve operational efficiency.
• Familiarity with contact management systems such as Salesforce, Genesys
Equally as important as all the technical "stuff", we’re looking for someone who is hungry to learn, irrespective of their seniority. Depending on experience we’re looking to bring someone in as an Commercial Analyst or Business Partner. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.

If you’re excited by working in a fast-paced environment, are obsessed by all things customer and want to join us on our journey, we’d love to chat.

What we’ll give you
• You’ll be joining a team of genuine, passionate people
• You’ll have the freedom to decide on the best way of working to get the job done. We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.
• You’ll be an integral part of a team which will deliver results, and who doesn’t want that?

We offer a competitive salary and benefits; we’re all about holidays, so we practice what we preach and offer some great travel discounts. We’d also offer you private medical and life assurance - of course we hope you won’t need these, but we want to offer you security.

What else do you need to know?
We believe in equal opportunities and aim to create a team that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.