Operations Telephony Specialist

Operations Telephony Specialist

About Us

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality.

Job summary :

This role must demonstrate agility in diagnosing and resolving telephony-related issues promptly, preventing critical disruptions and minimizing customer dissatisfaction. Furthermore, it should contribute to the implementation of strategies aimed at enhancing productivity.

Responsibilities :

• Define, develop and implement telephony solutions that meet the evolving needs of the business area by aligning technology capabilities with operational requirements.
• Identify and evaluate opportunities and best practices to optimize telephony systems by continuously assessing performance and ensuring alignment with operational goals.
• Provide first-level support for technology-related issues (Telephony, HB systems, and user queries) by acting as the initial point of contact, escalating when necessary, and coordinating resolutions with the wider team.
• Ensure visibility and transparency of reported issues by maintaining accurate status updates and communicating progress to relevant stakeholders.
• Monitor telephony platform performance to detect and investigate potential issues by analyzing system data and proactively informing Operations of any risks or disruptions.

Qualifications :

At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.