Traveler Services Supervisor, Premium

Traveler Services Supervisor, Premium

We’re looking for a talented leader to join an elite team that will work with our top agents who resolve complex issues - so our travelers can have the best travel experience imaginable! You’ll develop and coach your agents daily by giving them feedback, celebrating wins, and holding them accountable to results. The ideal candidate will be cool under pressure and comfortable working in situations that at times can be highly stressful. If you excel at figuring out complex problems and enjoy finding resolutions to tough situations, this job could be for you!

What you’ll do:

• Create a culture of empowerment and resolution for agents handling online (voice & chat) and offline (Service Requests) sources from start to finish

• 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

• Develop 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

• Inspire and gain 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

Who you are:

• Master communicator, both verbal and written, who can build strong relationships and maintains a visible presence with multiple stakeholder groups

• Comfortable working with technology, including all Microsoft Office programs

• Takes Ownership: Owns Problems, action oriented, and takes control of the interactions and teams’ performance

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

• Have a high school diploma or equivalent related professional experience

• 2 years + experience in leadership or contact center

• Must be flexible with shifts and able to work in a 24*7 environment

• Positive & proactive attitude, and excellent attention to detail

• Solid understanding of GDS systems (Sabre/Amadeus)

• A high-level understanding of call center technologies

• Travel knowledge: experience in the travel industry

• Have a high school diploma or equivalent related professional experience

• 2 years + experience in leadership or contact center

• Must be flexible with shifts and able to work in a 24*7 environment

• Positive & proactive attitude, and excellent attention to detail

• Solid understanding of GDS systems (Sabre/Amadeus)

• A high-level understanding of call center technologies

• Travel knowledge: experience in the travel industry

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The total cash range for this position in Springfield is $49,000.00 to $68,500.00. Employees in this role have the potential to increase their pay up to $78,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 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.