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Supervisor, Lodging Operations Support

Company Name:
Expedia
Supervisor, Lodging Operations Support
Job ID #: 27352
Company:
Location: USA - MO - Springfield
Functional Area: Customer Service and Call Center
Employment Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: 3-5 Years
Relocation Provided: No Use your LinkedIn Profile to help you apply faster!
Position Description
The world''s largest online travel retailer for Air, Cruise, Hotel, and Vacation Packages is seeking motivated, enthusiastic and career-minded team players to join our 24x7 Lodging Operations Team.
Position Overview:
Provide leadership, training, and development to Lodging Support Services agents. Assist Site Manager with day to day operations of managing SLA's.
Responsibilities:
o Manage the day to day activities of a team of Lodging Support Services agents
o Partner with peers and manager to insure departmental metrics are achieved during assigned shift (i.e. ABR%, Urgent/Future Relo SLA's, etc.)
o Manage agent performance including evaluating, monitoring, and tracking performance metrics
o Effectively communicate, mentor and set goals with Lodging Support Services Manager
o Maintain a high level of internal customer satisfaction by using professional, positive communication skills
o Handle escalated customer issues as needed
o Perform audits on guest relocations, hotel absorptions amounts, and guest compensation amounts
o Facilitate regularly scheduled Supervisor led team meetings and agent 1:1's to set expectations, review performance, set goals, and promote communication
o Maintain team attendance guidelines; escalate discipline as needed
o Provide recruiting and training support as needed
o Provide ongoing feedback, training, and development to team
o Identify and recommend process improvements as needed
o Be highly effective in managing multiple projects simultaneously.
o Calibrate daily with peers, trainer, and manager to ensure consistency in processes and training.
o Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
o Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
o Other duties as assigned by manager
Requirements:
o 4+ years of recent supervisory experience, preferably in a call center environment
o 4+ years of escalated customer service
o Comprehensive leadership background with a focus on team building and quality
o Excellent written and communication skills a must
o Very detailed oriented
o Outstanding customer service skills and phone skills
o The ability to communicate effectively at all levels from executive management to individual contributor.
o The ability to work unsupervised and make independent decisions.
o Strong, proactive follow-up skills and administering of Travel Policies.
o 6 months to one year of Relocations experience highly desired.
o Credit card processing experience and terminology knowledge highly desired.
o Familiarity with basic A/R or A/R terminology a plus
o Excellent research and documentation skills.
o The ability to multi-task with a high attention to detail.
o The ability to excel in a fast paced, constant changing environment.
o Flexibility and willingness to assist where and when needed as directed by management.
o Previous experience working with or managing vendor relationships.
o Ability to work extra hour as needed.
o Reliability is a must.
o Ability to work ANY shift (1st, 2nd, 3rd, weekends, and holidays)
o Strong computer skills with extensive use of MS Office
o Ability to manage and lead up to 20 direct report
o Fluent in English and Spanish preferred but not required
o College degree preferred.
About Expedia Inc.
Our mission is to revolutionize travel through the power of technology.
Collectively, the Expedia, Inc. brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia, Inc. portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please learn more about our travel brands.
This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee''s I-9 to confirm work authorization.
SF:MONUS

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