Advanced Traveler/Partner Escalations Supervisor

At VRBO, we are committed to delivering exceptional traveler experiences. We believe that our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated Traveler Service Supervisor to lead and guide our team in maintaining service, quality, and traveler experience standards, and to ensure continuous improvement in our operations.

As a Traveler Service Supervisor, you will have the responsibility of overseeing and leading the team to achieve and maintain service, quality, and traveler experience standards. You will be evaluating the performance of agents to ensure all key areas of responsibility are met while upholding the highest quality standards. Additionally, you will partner with internal teams and stakeholders to collect and share feedback aimed at process optimization.

What you’ll do:

· Evaluate the performance of agents to ensure that key areas of responsibility are met while maintaining quality standards

· Coach and counsel team members on key areas of responsibility and develop the team for growth opportunities

· Manage and implement policies, procedures, and productivity standards with a focus on data accuracy

· Drive efforts to improve key metrics, including case closure rate, reopen rate, and other relevant performance indicators

· Identify data trends and gaps, and work on opportunities for process enhancement

· Conduct the required number of quality audits to stay updated on process strengths and areas for improvement

· Connect with stakeholders and internal teams to maintain positive working relationships

· Ensure the team follows schedule adherence and Zero Tolerance Policy (ZTP) guidelines

· Prioritize urgent and sensitive escalations while maintaining case age and reopen rate at a minimum

· Define objectives, evaluate performance, and discuss areas of improvement through consistent 1:1 time with team members

· Complete monthly and annual performance reviews for direct reports and initiate action plans for improvement

· Identify opportunities to increase process efficiency while promoting a positive work environment

· Perform other duties and projects as assigned

Who you are:

· At least 3 years of previous leadership experience in managing all aspects of a team of employees

· Strong working knowledge of MS Office products, Expedia/VRBO systems, and our website; be technically savvy and efficient in working across multiple systems

· Experience in effective performance management and coaching techniques

· Track record of exhibiting good judgment and common sense

· Skilled in fair and impartial judgment

· Strong organizational skills with the ability to effectively manage concurrent situations and priorities

· Strong verbal and written communication skills

· Ability to adapt well to change and assess situations to adjust approach and communication accordingly

· Flexibility to rotate shifts five days per week, 24x7, as required

· Ability to take ownership of and resolve complex cases through to resolution