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Szallas Group
Szallas Group
201 – 500 Darbuotojai
KelionėsPrekyvietėSvetingumo sektorius
Szallas Group operates an online accommodation booking marketplace focused on Central and Eastern Europe. Travelers can browse apartments, hotels, guesthouses, and holiday homes, compare guest reviews and special offers, and book stays across markets including Hungary, Croatia, Poland, Austria, Slovakia, and Romania. The platform includes multilingual and multicurrency support, destination guides, and a loyalty program. Accommodation providers can manage listings through partner tools, while Szallas Group’s hiring context spans travel, hospitality, and marketplace work.
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Customer Service Operations Manager and Miskolc Site Lead

Lead customer service operations across Hungary and oversee site activities in Miskolc. Improve service performance through people leadership, data-informed decisions and cross-functional collaboration at Szallas Group.

HUVengrijaHibridinisVisas etatasVyresnysis specialistasPrivaloma Kalba: anglųPrivaloma Kalba: vengrųKlinikinės operacijos

Aprašymas

  • Oversee daily customer service performance, staffing and workload coverage.
  • Track service quality, productivity and efficiency KPIs, responding to performance issues.
  • Handle operational matters, customer concerns and escalations as needed.
  • Identify bottlenecks and improve processes using performance data and root-cause analysis.
  • Ensure customer service processes balance customer experience with operational efficiency.
  • Turn business priorities into clear actions for the customer service organization.
  • Lead and develop customer service managers and teams, setting clear goals and accountability.
  • Build a culture of performance, ownership and constructive feedback.
  • Coach team members and managers, and support hiring, onboarding and capability development.
  • Represent customer service in business discussions and projects.
  • Partner with Commercial, Product, Technology, Finance, HR and other teams.
  • Find opportunities to simplify, automate and improve efficiency, and implement agreed changes.
  • Bring customer and frontline perspectives into business decisions.
  • Serve as the senior local representative and main contact for the Miskolc office.
  • Support communication and cooperation among teams at the site and maintain a positive, professional workplace.
  • Coordinate local site matters with HR, IT, Finance and other functions.
  • Raise Miskolc site needs, risks and opportunities with Group management.
  • Support local communications, engagement and company initiatives.
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  • Strong operational leadership experience in customer service, customer operations, contact centers or a comparable setting.
  • Experience managing people, preferably including team leaders or other managers.
  • A practical leadership approach and comfort working closely with teams and daily operations.

Reikalavimai

  • Bring substantial operational leadership experience, ideally in customer service, customer operations, contact centers or a similar setting.
  • Have a track record of people management, preferably including team leaders or other managers.
  • Lead hands-on and stay engaged with daily operations, employees and emerging issues.
  • Understand operational KPIs, capacity planning and performance management.
  • Use a structured, data-informed and practical approach to solving problems.
  • Communicate clearly and manage stakeholder relationships effectively.
  • Drive change and ongoing improvement to processes and working practices.
  • Experience in travel or technology is an advantage.
  • Experience in an international or multi-country organization is an advantage.
  • Be willing and able to work from the Miskolc office at least three days per week.
  • Speak fluent Hungarian and strong working English.

Privalumai

  • Hybrid work with flexibility.
  • Competitive compensation and benefits package.
  • Opportunity to influence product strategy and business results.
  • Work alongside skilled, supportive colleagues.
  • Contribute to products used by millions of travelers.
  • International work environment.

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