Job ID #: 26327
Company: Hotels.com
Location: USA - TX - Dallas
Functional Area: Customer Service and Call Center
Employment Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: 5-7 Years
Relocation Provided: To be determined
Position Description
The Manager, Lodging Support Services (LSS) is responsible for leading the lodging operations agent team in a 24x7 call center environment supporting relocations, guest contact and inventory management globally. Primary customers are Market Management team, Expedia customers and hotel partners. The Manager, LSS reports to the Director, Lodging Operations in the Partner Services Group – Global Supply Operations department supporting all Expedia brands and locations.
Responsibilities include:
- Timely and accurate handling of relocations, guest contact and inventory management
- Motivational leadership of agent team in a 24x7 call center environment supporting English, Spanish and French languages
- Continuous improvement of processes and workflow analysis
- Ongoing training, career path development and soft skills/employee development of agent teams
- Remote management of multi-lingual call center partnerships – reporting, training and coordination
- Accurate financial reporting and tracking of operational performance; developing action plans for improvement.
- Drive to meet all performance metrics – average handle times, low abandonment rate, excellent customer service despite sometime escalated customer scenarios
- Leadership by example – excellent customer service and hotel partner support focus
- Developing communication plans to ensure key stakeholders are kept apprised of status and issues.
- Lead team in existing processes and encourage out of the box thinking in order to drive continuous improvement of all processes and procedures from the front line
Qualifications and Requirements:
- Successful call center agent management experience required
- Proven successful track record managing operational or call center teams
- Experience in process development and improvement
- 5-7 years experience in leading diverse teams
- Proven ability to build a collaborative and customer focused culture
- Excellent communication and interpersonal skills
- Strong analytical skills including trending, forecasting, financial and performance management
- Experience leading and managing cross-functional teams
- Demonstrated ability to work autonomously
- Positive, solution-oriented attitude
Education:
- College Degree or equivilent work experience
About Expedia, Inc.
Expedia, Inc. is the world’s leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.’s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit http://www.expediainc.com/ (NASDAQ: EXPE).
***This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee&'s I-9 to confirm work authorization. ***
SF:MONUS
News Source
0 comments:
Post a Comment