View my profile

Operations Support Analyst

India - Gurgaon

APPLY NOW
Expedia

Position Overview:

In this role, the successful candidate will monitor all contact center operations functions, including the computing and voice platforms and associated elements in a 24x7 environment. This position performs routine and non-routine tasks and adapts procedures, processes, and techniques to accomplish the requirements of the position. This position works under minimal supervision and relies on experience and judgment to plan and accomplish assigned tasks and goals. This position will also foster an environment of teamwork, leadership, motivation, and excellence.

What you'll do:

* Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence

* Communicates performance trends and areas of concern to management and help implement corrective actions plans as needed

* Engage with contact centers/vendor contacts to understand reason for performance impacts

* Take action to mitigate various impacts to performance metrics per documented processes

* Monitor intra-day scheduling forecast compared to actual volumes and recommend necessary adjustments to stakeholders as required

* Recognize and initiate escalation for all system disruptions or outages including network, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines

* Track, follow up and provide reporting on system difficulties raised to the team

* Manage, delegate and monitor operations intake policies and procedures

* Assist with the monitoring of world events for crisis situations that may impact the business Gather information on these events and notify Global Crisis Operations Team

* Creates, manages and distributes normal daily and ad hoc reports to stakeholders

* Process daily requests submitted by external teams to provision agents within the voice platform within guidelines

* Assist on various projects and tasks as assigned by management team and meet all deadlines associated with project work

Who you are:

* Ability to apply quality customer service for global internal and external team members by phone or email

* Customer service experience as it relates to a call center and/or support environment or call center command center experience

* Understanding of the impact of staffing shortages to a contact centers ability to provide service to customers

* Flexible working hours to cover all times for support if needed in a 24x7 environment

* High sense of urgency

* Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

* The qualified candidate possesses 2+ years experience in a 24x7 operations role. Command Center, NOC, Production Operations role preferred

* 2+ years of Reports Analysis/Strategic Planning and/or Workforce Management experience in a call center setting preferred

* Bachelor’s degree in Computer Science or equivalent demonstrated work experience with an emphasis towards operation support

* ITIL certified, preferred

* Drive for Results

* Analytical Problem Solving & Decision Making

* Cross Functional Collaboration

* Work Effectively with Superiors and Peers

* Written and Spoken Communications

* Listening

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you

#LI-FK1

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, religion, gender, sexual orientation, national origin, disability or age.
APPLY NOW

R-39825

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
India - Gurgaon

Job Type
Full-Time Regular

Similar Jobs

Go to top