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Supervisor, Customer Operations-Service-Tier 3. Job in Las Vegas, Nevada, United States in Expedia, Inc.. Nelest.com
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Supervisor, Customer Operations-Service-Tier 3

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Job ID:

22469

Location:

Las Vegas, NV 

Job function:

Project Management
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Posted:

03.08.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Supervisor, Customer Operations-Service-Tier 3

Job Description:

Position Description

The Tier 3 Customer Service Supervisor is responsible for managing Tier 3 Customer Service Representatives to achieve and maintain the department's goals and standards for service, quality, and overall customer experience. This position is responsible for demonstrating Expedia's Customer Operations service standards and developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing employee's performance and productivity.Essential Functions:
Assess and analyze agent performance based on a systematic, performance management system that measures both metric and service standard goals.
  • Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing the employee's performance productivity.
  • Walk the floor and assist Customer Service Representatives on-the-fly with escalated issues.
  • Proactively coach on upcoming promotions, site changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers.
  • Implement and monitor standardized peer coaching methodologies.
  • Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report.
  • Review performance reports for and with Agents and teams. Complete monthly and annual performance reviews for team members.
  • Help drive innovation in refining and improving performance standards and processes.
  • Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge.
  • Support and develop strong customer service and communication skills through teaching active listening and customer orientation.
  • Develop personal knowledge in travel industry and innovative management techniques through peer sharing and self study.
  • Look for additional opportunities to increase productivity and job satisfaction among Customer Service Representatives and teams.
  • Provide subject matter expertise for training, curriculum development and performance improvement initiatives.
  • Manages day-to-day processes and other duties as assigned.
Required

Job Requirements:

Qualifications:
Minimum of two years work experience in a call center environment is required.
  • Previous leadership experience in managing all aspects of a team of employees is strongly preferred.
  • Must have strong working knowledge of MS Office products, GDS systems (Sabre/Amadeus), and 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.
  • Must have strong organizational and analytical skills, with attention to detail and accuracy.
  • Must have strong critical thinking and problem-solving skills with the ability to use sound judgment to efficiently and effectively solve urgent issues. Ability to multi-task is crucial.
  • Must have strong oral and written communication skills, displaying professional demeanor and interactions at all times.
  • Travel industry background and knowledge is strongly preferred, passion for travel is a must.
  • Must have ability to rotate shifts five days per week as needed.
  • Must have the ability to handle difficult customers.
Education: High School Diploma or equivalent is required.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to sit for up to four hours at a time. Employee is required to be on his/her feet, walking the floor for up to four hours each day.
  • Ability to listen to Customer Service Representatives and customers via phone system.
  • Regular typing, use of mouse, and ability to write regularly for eight hours or more.
  • Ability to operate computer and other equipment around the office.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Center is open from 5:00 a.m. to 10:00 p.m,, seven days a week. Must have complete shift flexibility during this time
  • The noise level in the work environment is usually moderate.


About Expedia, Inc.
Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com

Zip Code:

89137

Company Info
Expedia, Inc.
333 108-th Ave Ne
Bellevue, WA, United States

Phone:
Web Site: www.expediainc.com

Company Profile

Company Info


Expedia, Inc.
333 108-th Ave Ne
Bellevue, WA, United States
Phone:
Web Site: www.expediainc.com

Supervisor, Customer Operations-Service-Tier 3

col-narrow-left   

Job ID:

22469

Location:

Las Vegas, NV 

Job function:

Project Management
col-narrow-right   

Posted:

03.08.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Supervisor, Customer Operations-Service-Tier 3

Job Description:

Position Description

The Tier 3 Customer Service Supervisor is responsible for managing Tier 3 Customer Service Representatives to achieve and maintain the department's goals and standards for service, quality, and overall customer experience. This position is responsible for demonstrating Expedia's Customer Operations service standards and developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing employee's performance and productivity.Essential Functions:
Assess and analyze agent performance based on a systematic, performance management system that measures both metric and service standard goals.
  • Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing the employee's performance productivity.
  • Walk the floor and assist Customer Service Representatives on-the-fly with escalated issues.
  • Proactively coach on upcoming promotions, site changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers.
  • Implement and monitor standardized peer coaching methodologies.
  • Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report.
  • Review performance reports for and with Agents and teams. Complete monthly and annual performance reviews for team members.
  • Help drive innovation in refining and improving performance standards and processes.
  • Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge.
  • Support and develop strong customer service and communication skills through teaching active listening and customer orientation.
  • Develop personal knowledge in travel industry and innovative management techniques through peer sharing and self study.
  • Look for additional opportunities to increase productivity and job satisfaction among Customer Service Representatives and teams.
  • Provide subject matter expertise for training, curriculum development and performance improvement initiatives.
  • Manages day-to-day processes and other duties as assigned.
Required

Job Requirements:

Qualifications:
Minimum of two years work experience in a call center environment is required.
  • Previous leadership experience in managing all aspects of a team of employees is strongly preferred.
  • Must have strong working knowledge of MS Office products, GDS systems (Sabre/Amadeus), and 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.
  • Must have strong organizational and analytical skills, with attention to detail and accuracy.
  • Must have strong critical thinking and problem-solving skills with the ability to use sound judgment to efficiently and effectively solve urgent issues. Ability to multi-task is crucial.
  • Must have strong oral and written communication skills, displaying professional demeanor and interactions at all times.
  • Travel industry background and knowledge is strongly preferred, passion for travel is a must.
  • Must have ability to rotate shifts five days per week as needed.
  • Must have the ability to handle difficult customers.
Education: High School Diploma or equivalent is required.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to sit for up to four hours at a time. Employee is required to be on his/her feet, walking the floor for up to four hours each day.
  • Ability to listen to Customer Service Representatives and customers via phone system.
  • Regular typing, use of mouse, and ability to write regularly for eight hours or more.
  • Ability to operate computer and other equipment around the office.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Center is open from 5:00 a.m. to 10:00 p.m,, seven days a week. Must have complete shift flexibility during this time
  • The noise level in the work environment is usually moderate.


About Expedia, Inc.
Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com

Zip Code:

89137
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