IT Specialist (Support)

HBX Group is the world’s leading technology 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. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

HBX Group is the world’s leading technological partner, connecting and empowering the world of travel. We are tech-driven, with a customer-first philosophy, our 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.

HBX Group comprises of the best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets.

Our company is seeking a skilled Operations IT Specialist to join our team and oversee all technical and data analysis aspects for our premium Concierge Service contact centers environment in the travel/hospitality industry.

Mission

As the Operations IT Specialist, you will play a pivotal role in optimizing our premium Concierge Service contact centers. You'll be at the intersection of technology and hospitality, ensuring our IT infrastructure delivers exceptional customer experiences while driving operational excellence through data-driven insights.

Responsibilities

Technical Operations Management

• Lead IT operations management for our contact center systems, collaborating with internal IT teams and group central IT
• Optimize multichannel communication platforms (voice, chat, email, messaging…) to maximize efficiency and customer satisfaction
• Implement proactive monitoring and maintenance protocols to support system availability
• Serve as the primary technical escalation point for operations teams
• Develop and deliver comprehensive training on IT tools and best practices

Data Analysis and Insights

• Design and implement KPI dashboards using Tableau, Power BI, and advanced Excel modeling
• Analyze operational metrics to identify trends, bottlenecks, and improvement opportunities
• Create automated reporting systems that provide real-time insights to leadership

System Optimization and Integration

• Evaluate and integrate cutting-edge technologies including AI-powered automation and workflow optimization tools
• Lead system integration projects to ensure seamless data flow between platforms
• Research emerging technologies and recommend strategic upgrades
• Drive digital transformation initiatives that enhance operational efficiency

Education & Experience

• A degree in Information Technology, Computer Science, or a related field.
• Minimum 3-5 years of hands-on experience in contact center IT operations.
• Strong background in multichannel communication systems.
• Proven expertise with data visualization tools (Tableau, Power BI, or similar).

Skills & Competencies

• Proficiency in Microsoft environment.
• Familiarity with CRM systems (ideally Salesforce), telephony and other communication channels platforms.
• Understanding of network infrastructure, security protocols, and system integration
• Knowledge of automation tools and process improvement methodologies.
• Demonstrated problem-solving skills with a proactive approach to tackling technical challenges.
• Excellent organizational skills with attention to detail and the ability to manage multiple priorities.
• Strong analytical abilities, capable of translating complex data into meaningful insights.
• Effective communication and interpersonal skills for training and collaborating with diverse teams.
• Commitment to continuous learning, adaptability, and staying ahead in a fast-evolving tech landscape.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.