Daily Operations Manager

The Daily Operations Manager, for Global Supply Operations, within Expedia, is responsible for leading the Lodging Operations team in call center environment supporting Hoteliers within EMEA, to resolve escalated concerns and inventory management.

Primary customers are Brand Customers, Sales team (Market Management) and hotel partners. The Daily Operations Manager reports to the Director, Lodging Support Services EMEA – Global Supply Operations department supporting all Expedia brands and locations.

Responsibilities include:

• Timely and accurate handling of relocations, guest contact
• Motivational leadership of team in a call center environment supporting 25 EMEA languages
• Continuous improvement of processes and workflow analysis
• Ongoing training, career path development and soft skills/employee development of agent teams
• Accurate financial reporting and tracking of operational performance; developing action plans for improvement.
• Drive to meet all performance metrics – average handle times, low abandonment rate, excellent customer service
• Leadership by example – excellent customer service and hotel partner support focus
• Developing communication plans to ensure key stakeholders are kept apprised of status and issues.
• Lead team in existing processes and encourage out of the box thinking in order to drive continuous improvement of all processes and procedures from the front line Qualifications and Requirements:
• Successful call center agent management experience required
• Proven successful track record managing operational or call center teams
• Experience in process development and improvement
• 3-5 year’s experience in leading diverse teams
• Excellent communication and interpersonal skills
• Strong analytical skills including trending, forecasting, financial and performance management
• Experience leading and managing cross-functional teams
• Demonstrated ability to work autonomously
• Positive, solution-oriented attitude

Education:
• College Degree or equivalent work experience

*LI-JV1

LPS-GSO-EMEA-MLCC