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Supervisor, Lodging Support Services (Bilingual Preferred)Job ID #: 24404Company: Hotels.comLocation: USA - TX - DallasFunctional Area: Customer Service and Call CenterEmployment Type: Full-Time RegularEducation Required: Not IndicatedExperience Required: 3-5 YearsRelocation Provided: No Use your LinkedIn Profile to help you apply faster!Position DescriptionThe 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 SLAs.Responsibilities: Manage the day to day activities of a team of Lodging Support Services agents Partner with peers and manager to insure departmental metrics are achieved during assigned shift (i.e. ABR%, Urgent/Future Relo SLAs, etc.) Manage agent performance including evaluating, monitoring, and tracking performance metrics Effectively communicate, mentor and set goals with Lodging Support Services Manager Maintain a high level of internal customer satisfaction by using professional, positive communication skills Handle escalated customer issues as needed Perform audits on guest relocations, hotel absorptions amounts, and guest compensation amounts Facilitate regularly scheduled Supervisor led team meetings and agent 1:1s to set expectations, review performance, set goals, and promote communication Maintain team attendance guidelines; escalate discipline as needed Provide recruiting and training support as needed Provide ongoing feedback, training, and development to team Identify and recommend process improvements as needed Be highly effective in managing multiple projects simultaneously. Calibrate daily with peers, trainer, and manager to ensure consistency in processes and training. Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies. Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers. Other duties as assigned by managerRequirements: Fluent in English and Spanish and/or Portuguese preferred but not required 4+ years of recent supervisory experience, preferably in a call center environment 4+ years of escalated customer service Comprehensive leadership background with a focus on team building and quality Excellent written and communication skills a must Very detailed oriented Outstanding customer service skills and phone skills The ability to communicate effectively at all levels from executive management to individual contributor. The ability to work unsupervised and make independent decisions. Strong, proactive follow-up skills and administering of Travel Policies. 6 months to one year of Relocations experience highly desired. Credit card processing experience and terminology knowledge highly desired. Familiarity with basic A/R or A/R terminology a plus Excellent research and documentation skills. The ability to multi-task with a high attention to detail. The ability to excel in a fast paced, constant changing environment. Flexibility and willingness to assist where and when needed as directed by management. Previous experience working with or managing vendor relationships. Ability to work extra hour as needed. Reliability is a must. Ability to work ANY shift (1st, 2nd, 3rd, weekends, and holidays) Strong computer skills with extensive use of MS Office Ability to manage and lead up to 20 direct report College degree preferred.About Expedia, Inc.Expedia, Inc. is the worlds 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, hotels.com, Hotwire, Egencia, TripAdvisor, Expedia Local Expert, Classic Vacations and eLong. Expedia, Inc.s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit http://w.expediainc.com/ (NASDAQ: EXPE).*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. *
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