Real Time Operations & Performance Manager - Customer Support (all genders)

Málaga, Spain

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Holidu is one of the fastest-growing travel tech companies worldwide. Our mission is to make the booking and hosting of holiday homes free of doubt and full of joy. We help hosts to manage their vacation rental with ease and guests to find the perfect holiday home they truly enjoy. Our team of more than 600 colleagues from 60+ nations shares a passion for modern technologies, an ambition for constant improvement and the drive to bring the best experience to more than 40k hosts and 100 million website users each year. You want to achieve amazing milestones with us? Then pack your bag, hop on board and get ready for take off!

Your future team

Our customer happiness team is responsible for winning customers back when things go wrong with a quick, fair and personable service. We manage a large customer support operation across multiple countries and languages, supporting hosts, guests, and channel partners like Booking.com and AirBnB. We are united by an ambition to bring the best experience to our > 100 million users each year. The core team is spread across Germany and Spain and enjoys spending time together, sharing food and doing fun team events.

Your role in this journey

We are seeking an experienced, data-driven, and emotionally intelligent Real-Time Manager to oversee daily workforce management for our Customer Support team. You will ensure that Advisors are aligned with current demand, maximise productivity, and maintain operational efficiency across support channels. This role involves balancing agent availability, responding to demand fluctuations, and partnering with Workforce Management and Team Leads to drive continuous improvement.

Key responsibilities:

Real-Time Workforce Management: Monitor live data, make staffing adjustments, and ensure agents adhere to schedules to optimise performance and productivity.
Intraday Scheduling: Adjust schedules and handle real-time requests, such as overtime or time-off, balancing the impact on service levels.
Service Level Management: Monitor key metrics like response times, missed call rate, and customer satisfaction, ensuring SLAs are met and resources are adjusted as needed.
Queue Management & Escalation: Track queues and address bottlenecks, managing delays or escalations to prevent disruptions.
Reporting & Analysis: Provide real-time performance reports, identify inefficiencies, and recommend adjustments to improve productivity and customer satisfaction.
Collaboration: Partner with team leads, supervisors, and cross-functional teams to ensure alignment between scheduling, workforce planning, and real-time adjustments.
Continuous Improvement: Identify process improvements, optimise workforce management tools, and drive initiatives to improve agent performance and the customer experience.

Your backpack is filled with

Experience: At least 3 years in real-time or workforce management within customer support or contact centers.
Technical Skills: Proficiency in workforce management tools (e.g., Assembled, Tymeshift, Nice, Verint or equivalent) and data analytics platforms (e.g., Google Sheets, Looker). Experience with Zendesk is a big advantage
Problem-Solving & Analytical Skills: Ability to analyse data and quickly take action to optimise workforce utilisation and meet SLAs.
Communication & Collaboration: Strong communication skills to collaborate across teams and departments with strong empathy and people-skills
Scheduling & Intraday Management: Experience with intraday scheduling, handling real-time requests, and adjusting to meet demand.
Organisational Skills: Detail-oriented and able to prioritise tasks in a fast-paced environment.

Our adventure includes

Impact: Make a difference for hundreds of thousands of monthly users.
Growth: Take responsibility from day one and develop through regular feedback, workshops, and knowledge exchanges.
Personal Development: Use your learning budget and 2 extra study days for conferences, books, courses, and more.
Community: Engage with international, diverse, yet like-minded colleagues through regular events and 2 office days per week with your team.
Flexibility: Benefit from our hybrid work policy and the chance to work from other local offices for up to 8 weeks a year.
Travel: Enjoy 28 vacation days and the possibility to take up to 10 unpaid vacation days with special discounts on our Holidu Homes properties.

Need a sneak peek?
Check out the adventure that awaits you on Instagram @lifeatholidu

Want to travel with us?

Apply online on our career page! Your first travel contact will be Lena from HR.

We champion diversity in every aspect of life. We encourage applications from all genders, corners of the world and individual backgrounds. Please feel welcome to submit your application without a photo and details on your gender, date of birth, marital status and nationality. If you have a disability or special need that requires accommodation, please let us know.