Supervisor, Customer Service (Kuala Lumpur)
If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.
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
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.
Malaysia - Selangor - Subang Jaya
Operations & Services
ID # R-80505
Job Accommodation Requests
At Expedia Group, we're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities. If you require an accommodation or adjustment for any part of the application or hiring process, please let us know by completing our Accommodation Request form.