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Team Manager - Lodging Operations (b2b Support)
Expedia Group
Place of work
Corso Court, Křižíkova 682/34a, 186 00 Praha 8, The Capital Prague
Corso Court, Křižíkova 682/34a, 186 00 Praha 8, The Capital Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Job Description Summary
Team Manager, at Expedia Global Supply Operations is responsible for leading the a group of high performing associates in a contact center environment supporting Hoteliers within specific markets, to resolve escalated concerns and inventory management.
Responsibilities include:
• Motivational leadership of team in a call center environment
• Continuous improvement of processes and workflow analysis
• Ongoing training, career path development and soft skills/employee development of agent teams
• Accurate 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
Team Manager, at Expedia Global Supply Operations is responsible for leading the a group of high performing associates in a contact center environment supporting Hoteliers within specific markets, to resolve escalated concerns and inventory management.
Responsibilities include:
• Motivational leadership of team in a call center environment
• Continuous improvement of processes and workflow analysis
• Ongoing training, career path development and soft skills/employee development of agent teams
• Accurate 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
Employee perks, benefits
Competitive salary, permanent contract
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Language skills
English - Advanced (C1)
Personality requirements and skills
• Proven successful track record managing operational or call center teams
• Experience in process development and improvement
• 3-5 years’ 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
• Experience in process development and improvement
• 3-5 years’ 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
Advertiser
Brief description of the company
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Number of employees
1000 and more employees
ID: 3335827
Datum zveřejnění: 14.3.2018
2018-03-14
lokalita: The Capital Prague Pozice: Call Centre Manager, Operations Manager, Team leader Společnost: Expedia Group