Supervisor, Customer Service (Kuala Lumpur)

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Supervisor, Customer Service (Kuala Lumpur)
People leader of individual contributors who interact with customers* directly or indirectly to provide service.

What you'll do :

• Oversee day-to-day operations of the team, including but not limited to: schedule adherence; interviewing applicants; agent coaching/feedback; and de-escalating potential customer issues

• Perform daily, weekly, and monthly reviews of all aspects of performance, developing strategies to meet and exceed target metrics

• Understands the various tasks being performed by direct team members and the risks for our business and our customers of these tasks being done incorrectly or ineffectively

• Works to become a subject matter expert for team. Solid understanding of the process and system steps required of team members, maintains and grows own knowledge of this and knows where to get support for answers on infrequent or complex processes and situations

• Educates team on changes to operational processes, reminds them of correct practices and supports their knowledge development through coaching and training

• Works with staff to develop individual development plans addressing employee needs and meeting team goals

• Evaluates performance regularly, identifying learning needs

• Uses appropriate coaching techniques to unlock team members’ potential to grow their skills and help them drive their performance

• Creates an inclusive and diverse work environment

• Helps team members prioritize and link daily work to broader objectives

• Participates in talent acquisition process including interviewing, selecting, and coaching new hires through onboarding

• Delivers select training to new hires

• Manages workloads to ensure all team members are fully deployed and skills are matched to the work requirements

• Through successful employee survey analysis, identifies attrition risks and engagement challenges, and implements action plan to minimize risks

• Proactively and transparently manages conflict

• Assists in assessing current skills needed to complete work within the team

• Assigns activities to team members in line with guidance from planning teams and monitors adherence to these plans

• Maintains good relationships with peers in same site or department to provide support and collaboration, sharing of best practices, etc.

• Aware of policy and process for emergency situations impacting staff and the site, and ensures teams understand obligations and processes with regard to these

• Follows direction from senior managers or planning teams to ensure teams are effectively utilized to support outages or customer impacts affecting own site/team or other similar sites/teams

Who you are :

• 0-3 years of people management experience

• Bachelor's in a related field; or equivalent related professional experience

• Awareness and understanding of Lean and continuous improvement methodology concepts.

• Conversant in basic data tools and analytic principles

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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™.

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