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Operations Specialist

  • India - Haryana - Gurgaon

  • Operations & Services

  • Full-Time Regular

  • 03/28/2024

  • ID # R-86425

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Operations Specialist

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:

  • 3+ years working experience in 24/7 incident response type environment

  • Demonstrated ability to expertly navigate major incident pressures and use times of stability to drive improvements and solve problems

  • Experience managing resources through both console and other management tools, including identifying / terminating degraded resources and other triage methods

  • Ability to understand and gauge large, complex systems with an eCommerce emphasis

  • Deep understanding in support of Microsoft Server OS versions, GDS tools like Amadeus, Sabre, Farelogix etc

  • Experience with diagnostic and logging tools, Splunk is good to have

  • Effectively communicate technical issues in a non-technical manner and engage with a globally distributed team of technically diverse individuals

  • Experience or certification in ITIL V3, Agile, Six Sigma, Lean practices preferred

  • Good communication, analytical, and problem-solving skills

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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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