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Daily Operations Specialist

United Kingdom - London

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Expedia

What you’ll do:

Relationships:

  • Ensure both EPS and call center goal alignment while fostering a foundation of strong partnership through open, frequent communication with call center management and Service Delivery teams.
  • Maintain strong advocacy for call center teams by highlighting process, product, training and performance improvement opportunities.
  • Build and maintain direct relationships with EPS account managers.
  • Champion and communicate EPS's partner-centric culture to the centers.
  • Facilitate and/or participate in Affiliate Partner training and workshops for increased service levels & reduced contacts

Cost Management:

  • Work with management to ensure that the operations teams meet or exceed budget expectations
  • Improve performance through the implementation of new initiatives and processes
  • Manage, track and report on customer / partner refunds; improve process where needed and reduce controllable expense where necessary
  • Drive Affiliate Voyager tool adoption to decrease support cost through reducing contact propensity

Escalations:

  • Be the point of contact for daily Affiliate Partner escalations from EPS Account Managers and supporting Expedia Group Teams
  • Create and maintain a tracking system to provide specific reporting on escalation reasons and costs associated with refunds
  • Identify & articulate root cause of escalations/issues and compose processes to alleviate/address 

Quality:

  • Drive quality program success utilizing agent monitors, third party quality monitoring program and calibration sessions
  • Ensure that call center activities align with the business strategies; driving behaviors to meet critical contact center KPI’s
  • Gain clear understanding of when and why call centers miss agreed SLAs as well as standard policies & procedures and work with operations manager to improve.
  • Work closely with Service Delivery Managers in the prioritization and identification of training needs to address issues which arise through calibration sessions and quality monitoring.
  • Identify, analyze and recommend plans for increased Affiliate Partner service performance with both call centers and across other internal Expedia Group teams.
  • Continuously review, update & improve all processes and procedures as required by the changing business.
  • Ensure all affiliate communications are in line with EPS Partner-Centric strategy / EPS Brand values.
  • Maintain EPS EMEA GCO documentation

Who you are:

  • Fluent proficiency & comprehension in English required, other languages are a plus
  • Legal right to work in the UK
  • Must have 2+ years' experience in contact center operations and 1+ years’ experience in account/relationship management in a B2B environment
  • Working knowledge of all Microsoft Office products
  • Ability to communicate clearly and concisely, both verbally and in writing
  • Must have the ability to work with ambiguous and complex situations that do not necessarily have a prescribed resolution
  • Ability to operate independently and to define objectives and structure, with minimal supervision
  • Show a high degree of motivation and work well both as an individual and within team environment with a service-oriented mind-set
  • Strong interpersonal, presentation, negotiation and critical thinking skills
  • Must be capable of working across global department and division lines throughout the company, having the ability to prioritize, troubleshoot and coordinate multiple tasks
  • Ability to set priorities, meet deadlines and manage multiple projects in a fast-paced, changing environment
  • Effective at facilitating cross-group communications
  • Ideally with experience in the travel industry
  • Willing to travel

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.
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R-42034

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
United Kingdom - London

Job Type
Full-Time Regular

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