Traveler Service Supervisor, Premium (Gurgaon)

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Traveler Service Supervisor, Premium (Gurgaon)

The Traveler Service Supervisor, Premium leads associates to achieve and maintain the department’s goals and standards for service, quality, and overall traveler experience of our most loyal customers! This position is responsible for demonstrating Expedia’s Customer Operations service standards and developing employees through coaching, reviewing quality assurance, conducting one-on-one meetings, and managing employee’s performance and effectiveness.

The position is based in Gurgaon and reports into our Travel Service Manager, Operations. There is no opportunity for remote/virtual participation.

What you'll do :

• Create a culture of empowerment and resolution. This team must deliver the best service in the travel industry and truly value our traveler’s loyalty. Travelers issues must be owned and resolved without exception or hand off

• Embrace role as “customer zero” of Expedia Group travel service technologies; develop approach to testing and providing constructive feedback; support team to ensure positive attitude in face of tool adversity

• Key Accountabilities: Agent to Agent follow-up rate below 10%’; NPS above 25 for Voice, 50 for Chat; Annualized attrition below 40%

• Responsible for mentoring employees, reviewing agent effectiveness, goal setting, prepare for weekly team meetings and 1:1 meeting with each direct report

• Review performance reports with associates by completing quarterly reviews for each team member focused on developing their expertise while providing new opportunities for them to grow their knowledge

• Help drive innovation in refining and improving performance standards and processes

• Look for additional opportunities to increase associate effectiveness and job satisfaction among Traveler Service Representatives and teams

• Assist with the onboarding and nesting of new hires

• Establishes and maintains positive working relationships with agents, peers, management, corporate, and partners

• Leads resources to ensure established key performance indicators are always achieved

• Leads day-to-day processes and other duties as assigned

• Team Supervision: Sets clear expectations for operational performance and customer experience, including cascading critical metrics

• Operations and Knowledge Management: Ensures the business vision is understood by the team and translates into functional goals; Solid understanding of operational structures and functions essential to supervise operations

• Trust Each Other: We are all Expedians. We are accountable to each other to deliver on our commitments, and we will trust our team members to help get it done

• Developing Talent: Creates opportunities for associates that contribute to their personal and career development; Enables an expansive and diverse work environment

• Build and maintain effective teams: Holds self and team accountable for setting and meeting departmental goals: Identifies and resolves issues that may impair the team's ability to meet team goals

• Inspires and gains the commitment of others towards the vision, mission, values, and organizational goals; Responsible for findings from employee surveys and defines, identifies, and acts on opportunities to improve engagement and minimize attrition

• Stakeholder Management: Builds strong relationships and maintains a visible presence with multiple stakeholder groups as a representative of department, ensuring each group's needs are understood and supported by the other

• Business Continuity: Ensures team is prepared for any business continuity that may arise

• Traveler Focus: Strong disposition to Traveler advocacy! Passionately meets or exceeds traveler expectations. Enters the traveler’s world through listening and understanding. Champions relationships by recognizing and delivering on traveler needs and opinions

• Embodies Expedia Inc. values and beliefs and shares these both internally and externally

Who You are :

• Minimum of 2 years leadership experience and/or 2 years’ work experience in a call center environment is required

• Strong time management skills

• Must have strong solid understanding of MS Office products, our Website; be technically savvy, and efficient in working across multiple systems

• Must be a strong team-player and work well with differing personalities. Strong leadership required, with effective performance management and coaching techniques

• Able to inspire an energetic and fun culture and is passionate about coaching and mentoring to drive the team to the next level

• Have strong organizational and analytical skills, with attention to detail and accuracy

• Critical thinking and problem-solving skills with the ability to use sound judgment to tackle urgent issues efficiently and optimally. Ability to multi-task is crucial

• Strong oral and written communication skills, always displaying a professional manner

• Traveler-focused and able to work expertly with both internal and external customers

• Can work any shift, 24x7

• Solid understanding of GDS systems (Sabre/Amadeus) preferred

• Travel industry experience preferred

• A high-level understanding of call center technologies preferred

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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