Lead and support Expedia’s insourced call center operations in Las Vegas, Nevada and Springfield, Missouri. The primary objective of this role is delivering the executional elements of contact center floor operations across our insourced contact centers. This includes leading and developing a team of front-line operational leadership who support differing brands and functions. This will also include working with Service Delivery to ensure alignment of performance goals and sharing of business insights across verticals. This may include working with vendor Client Services Managers to ensure that outsourced partners receive feedback and proper direction to achieve top performance against goals. Key performance indicators include voice of the customer metrics, quality performance, sales execution, conversion, average booking value, operational efficiency and adherence to policy, procedure and defined customer process, delivering a seamless customer experience.
Effectively lead and develop a team of supervisors and managers ensuring clear objectives and consistent and appropriate support, mentoring and coaching to achieve performance goals.
Partner with business leaders to establish and evolve standards for best- in-class customer service across business functions.
Analyze performance data to make business recommendations to optimize performance across key performance measures.
Create and maintain a continuous improvement and ambitious work environment that combines learning, achievement, recognition and exceeds daily operational metrics against major floor operations deliverables.
Institute and support a culture of development and support advancement of front-line leaders within the organization.
Delivery of prescribed customer experience by brand.
Ensure operational efficiency and cost management target achievement through process review and adherence.
Achieve and exceed performance targets for such performance measures as customer resolution and customer satisfaction, sales conversion, average booking value and quality of service.
Reduce operational expenses through execution of policy/procedure.
Provide leadership and coaching to employees. Includes closely monitoring center and employee performance and effectively communicating areas for improvement in vendor locations.
Identifying issues and working with team on developing solutions.
Build innovative plans with GCO leadership to drive and achieve revenue/quality targets through performance initiatives and business recommendations.
Identify, analyze, develop and recommend plans for improved customer experience.
Effectively communicate the Expedia vision of the business to our teams.
Regularly review progress and delivery with Expedia LOB owners and VPs to inform and direct ongoing GCO strategy.
Requirements:
You will have experience with call center operational leadership; have initiative, be a quick learner, be detail oriented and possess excellent analytical skills. In addition, you should possess the following:
5+ years of Operations management experience in a dynamic customer care environment.
10+ years developing teams in a customer service environment demonstrating great people skills and strong leadership experience.
Should have understanding of labor laws and local nuances needed to support excellent contact center performance.
Ability to effectively lead and motivate teams individually and through others.
Flexibility to execute on heavy call volume in a fast-pace setting.
Strong social skills and proven ability to work in a team environment.
Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies.
Excellent communication, presentation and teamwork skills.
Demonstrated effectiveness working in a highly matrixed organization.
Proficiency in Excel, PowerPoint, Word and Outlook.
Proven business, leadership and performance management skills.
BA or BS in Business or equivalent experience.
Travel and retail experience preferred but not required.
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