Pierre & Vacances Senior Agent

Vacancy Name
Pierre & Vacances Senior Agent

Location City
London

Main Purpose of Job
ROLE: Pierre et Vacances Senior Agent
REPORTS TO: Team Manager
DEPARTMENT: PVCP

WHO WE ARE
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions - including acquisition, retention, customer service, technical support, and collection - all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE
We are looking for an experienced, high-performing Senior Agent to support our Pierre et Vacances and MAEVA team. This is a hybrid role: you will assist the Team Manager across Workforce Management, Performance, Quality and HR, while remaining a credible, target-hitting agent on the phones.
Suitable candidates will speak French or Spanish and English fluently - trilingual candidates are preferred - and have a proven background in sales, ideally in travel, hospitality, retail, telecoms or call centre environments. You must be motivated by achieving targets, developing others and maximising every sales opportunity across the French and Spanish markets we support.
You will still be required to perform the agent role during peak periods and whenever requested by the Team Manager. This is not an occasional expectation - delivering on the queues when the operation needs it is a core part of the job, and your own sales performance is what gives you credibility with the team.

RESPONSIBILITIES
Workforce Management
• Support the WFM with real-time queue monitoring, schedule adherence and break/lunch planning to protect service levels through peak trading periods.
• Flag intraday risks - absence, shrinkage, volume spikes, system outages - to the Team Manager and Planning, and help redeploy resource across sales and service queues.
• Support the handling of holiday, shift-swap and overtime requests in line with forecast and contractual requirements.
• Maintain accurate activity and downtime coding so reporting reflects what actually happened on the floor.

Performance
• Act as the first point of contact on the floor for agents needing support with sales technique, objection handling, product knowledge or system queries.
• Track individual and team KPIs - conversion, revenue per call, AHT, adherence and service level - and highlight trends, risks and opportunities to the Team Manager.
• Deliver side-by-side coaching, buddying and refresher sessions that lift underperformers and spread best practice from top performers.
• Support the launch of new Pierre et Vacances and MAEVA campaigns, promotions, pricing and incentives, making sure the team understands the targets and the mechanics.
• Contribute to daily huddles, weekly performance reviews and action plans, and help prepare performance data for internal and client reporting.

Quality
• Complete call quality evaluations to the agreed monthly volume, giving clear, evidence-based feedback that changes behaviour.
• Take part in calibration sessions with the Team Manager, Quality and the client to keep scoring consistent.
• Use speech analytics and quality insight to identify recurring coaching themes and root causes of conversion or compliance failures, and propose corrective actions.
• Support the maintenance of knowledge base articles, scripts and process documentation so the team is working from accurate, current information.

People & HR Support
• Support the Team Manager with day-to-day people matters including attendance, punctuality and return-to-work conversations, escalating in line with company policy.
• Own the onboarding, induction and nesting of new starters, acting as their mentor through ramp-up to full competency.
• Act as a role model for Konecta values and standards, promoting engagement, wellbeing and a positive, target-driven team culture.
• Handle confidential people-related information with discretion and professionalism at all times.
• Deputise for the Team Manager during periods of planned and unplanned absence, as agreed.

Sales & Service Delivery
• Manage inbound sales and service calls during peak periods and whenever requested by the Team Manager, converting enquiries into confirmed bookings.
• Apply strong needs-analysis and persuasive selling techniques to create desire and secure reservations.
• Identify opportunities to upsell additional products, upgrades, activities and extended stays.
• Handle service requests, cancellations, modifications and confirmations using the client's systems.
• Set the standard on the queues - consistently meeting personal sales and quality targets and modelling the behaviours you coach.

REQUIREMENTS
• Fluent French or Spanish speaker, with fluent English. Trilingual candidates (French, Spanish and English) are strongly preferred.
• Proven sales experience is essential - ideally within travel, hospitality, retail or call centre environments, with a demonstrated ability to convert, influence and close.
• Previous experience as a senior agent, subject matter expert, buddy, mentor or team lead within a contact centre environment.
• Strong understanding of contact centre KPIs, workforce management principles and quality frameworks.
• Confident coaching and giving constructive feedback to peers with credibility and empathy.
• Comfortable working with reporting tools and Excel / Google Sheets to track, analyse and present performance data.
• Strong interpersonal skills and confidence in handling different customer and colleague types.
• Professional, motivated and emotionally resilient, with sound judgement and discretion when handling confidential information.
• Excellent organisational skills, strong attention to detail and the ability to multitask and prioritise in a fast-paced environment.
• Able to work independently, take ownership and make decisions in the Team Manager's absence.
• Ability to embody the Pierre et Vacances and MAEVA brand values and create memorable customer experiences, and to hold the team to that same standard.

HOW SUCCESS IS MEASURED
• Team conversion and revenue performance against target.
• Team quality scores and calibration consistency.
• Schedule adherence and service level delivery during peak.
• New starter ramp-up time and early-life attrition.
• Personal sales and quality performance when handling contacts.

Key Responsibilities

Salary
GBP 0.0

Package Notes

Applications Close Date