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Team Leader - Service Delivery

United States - Nevada

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Egencia

Egencia is rewriting the book on how companies and their employees arrange travel. Rare in the market, we operate like an agile and ambitious start-up but we are backed by one of the world’s largest travel groups Expedia Group. Expedia has invested twice the amount on technology advancement in the last year than any of Egencia’s competitors and this means we’re growing and growing fast.

The Team Leader leads one of the customer service delivery team, supervising a team of up to 13 Travel Consultants of different levels (junior to senior). As a Team Leader you will coach, mentor and motivate the team.

Who You Are:

  • You demonstrate a strong sense of urgency while maintaining exemplary detail accuracy under pressure
  • You are capable of prioritizing, multi-tasking, and handling high volume effectively
  • You have the ability to delegate to and prioritize tasks for others
  • Willingness to work any shift (5:45am to 6pm PST)

What You’ll Do:

  • Drive Performance:
    • You are accountable for your Travel Consultant’s individual results and contribution to the overall company’s results
    • You will spend between 40 to 85h a month mentoring your Travel Consultants using the “Coaching the Egencia Way” technique (this includes, call and email monitoring, scorecard review, data analysis…)
  • General Management & Communications:
    • You will participate regularly in management activities with your colleague Team Leaders and manager
    • You will communicate effectively, timely and regularly to your team on any key information
  • Develop Self & Others:
    • You play a significant part in the newly hired Travel Consultants and Team Leaders “on the job” training
    • You will deliver specific local trainings if/when appropriate
    • Participate continuously in the Egencia Team Leader development program
  • Production:
    • You will take part in email/call or other day to day production when required
  • Support:
    • You will provide 1st level of support for Travel Consultants
    • You will report and follow up on technical issues
    • You will support on client and customer complaints/investigations
    • Help with other department escalations (client services, customer care, invoicing, back office, planning…)
    • You will play an active role on real time SLA/performance monitoring (in collaboration with the Command Center)
    • Lead team planning/activities with planning & controls teams

Do you have a passion for travel and a dream to have a career working for one of the largest online travel companies? This could be the just the challenge you are looking for.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

*LI-LW1

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 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.
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R-37923

Job Category
Customer Service Group

Job Function
Contact Center Management

Locations
United States - Nevada
Virtual

Job Type
Full-Time Regular

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