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Daily Operations Specialist

United Kingdom - London


What you’ll do:


  • 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


  • 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 


  • 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.


Job Category
Customer Service Group

Job Function
Contact Center Operations

United Kingdom - London

Job Type
Full-Time Regular

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