Descripción de la oferta
About the RoleThe role of Operations Agent is to ensure accurate management and coordination of operational requests, meeting quality standards and established SLAs, and delivering an optimal experience for internal and external clients.The role is based in Barcelona, and is a fully on site role working 40 hours per week with rotating shifts of 4 days of 10 hours followed by 4 days off.Salary range €22,900 to €24,100Main ResponsibilitiesRequest and Booking Management Accurately record all client requests in the internal system, meeting requirements and deadlines (SLA).Schedule, book, and coordinate passenger transportation and accommodation (hotels) with external providers, ensuring proper execution.Manage requests for escort services at Barcelona Airport with assigned staff.Handle hotel and transport arrangements for crews, including preplanning and preparing quotes, as well as follow-up.Monitoring and ControlMonitor transportation and accommodation provided through GPS systems, technological integrations, and direct contact with providers.Ensure updated and accurate information is provided to internal and external clients regarding the status of their requests.Communication and Customer ServiceRespond to and manage emails and phone calls in line with company standards.Immediately report any situation that could lead to a complaint to the relevant department (or Duty Manager).Recording and ReportingDocument all relevant information and incidents in the system associated with each request or booking.Perform additional administrative tasks when necessary.Confidential Training and DevelopmentParticipate in internal training programs for professional development.Complete courses related to workplace health and safety.Role RequirementsExcellent communication and interpersonal skills.Ability to work as part of a team and collaborate effectively.Multitasking in dynamic environments with tight deadlines.Organizational and analytical skills to solve operational problems.Customer-oriented and flexible to adapt to client needs.Ability to analyze situations and make effective decisions.About UsCMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365.Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond.Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations.Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company.At CMAC, you’ll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here. CMAC Group actively promotes equality, diversity and inclusion (EDI). EDI is extremely important to us and we work hard to ensure that everyone connected with CMAC - whether employees, customers, Board Members, suppliers, or partners - has genuine and equal opportunities to participate in our organisation. We welcome and support people of all backgrounds and identities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Our aim is to create an environment where everyone’s rights, dignity, and individuality are respected. We value the unique contribution each person brings to our team and business, and we are committed to building an environment where everyone feels included and able to thrive. CMAC Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates and are committed to ensuring fair, accessible, and equitable treatment for all applicants and employees. We actively encourage Continuous Professional Development and would expect the successful candidate to ensure they are keeping updated with new theory and legislation, attend any necessary in-service training and participate in a program of CPD where required.
