Service Delivery Manager - Milan - 6 month FTC

On-site manager driving first class service to our customers through the Expedia Inc outsourced contact centers by managing the day to day relationship.​ Ensuring that they are delivering to revenue and service targets in the most efficient manner

Responsibilities:

Managing Customer Service & Sales Operations for all Expedia Inc brands relevant to the country located (Expedia/​WWTE/​Venere/​H.​com) to agreed SLAs & KPIs

The individual will be measured on daily operational key sales performance indicators, complaint resolution, Customer Satisfaction, complaint ratios and operational efficiencies

Strategy:

• Participates in performance improvement planning developing call centre roadmap to maximize revenue & drive business improvement and efficiencies as per SLA & KPI achievement

• Execute on key initiatives as agreed with core operations & project team

• Provide specialist support for project, process and core operations team

• Actively participate in the creation of “Disaster Recovery Plans” for EMEA

• Support implementation of new products and services

• As required, act as “Crisis Lead;” for your centre/​s, execute crisis plans accordingly and provide progression updates

• Respond quickly to new demands, priorities or changes in direction

Performance Management:

• Ensure vendors are performance managed to consistently achieve SLAs & KPIs

• Provides direction and guidance for their call centre/​s

• Work with core operations team to set and performance manage revenue, customer experience and cost metrics

• Actively participate in call centre reviews.​ Driving the focus on continuous improvement

• Act as central control point for all performance improvement action plans ensuring owners are assigned and timelines are adhered to

• Drive Expedia Inc recognition program

• Ensure compliance of all Expedia Inc systems/​tools through regular audit of tools & deliver to SOX requirements

• Ensure that our contact centers are sufficiently staffed and planned to meet call SLAs as per the resource plans issued

• Ensure that credit control processes are managed

Telesales:

• Analyze daily, all reports/​data pertaining to sales/​revenue performance and identify red areas and follow up with centre/​s.​

• Work with EU sales directors to set targets and performance manage the vendor to those targets

• Ensure telesales revenue is optimized through intelligent agent and product distribution

• Provide continuous feedback on site, process & product issues that impact revenue generation

Customer Experience:

• Analyze daily, all reports/​data pertaining to customer service/​satisfaction performance and identify red areas and follow up with centre/​s.​

• Manage write off process and analyze errors specific to centre

• Work with Customer Service Manager to develop quality measurements

• Actively lead call calibration with centre/​s to ensure expectations in all functions and brands are aligned

• Develop action plans to address key reasons for customer dissatisfaction and execute on call centre controllable actions

• Provide continuous feedback on site, process & product issues that impact the customer experience

• Work with call centre team to manage and resolve customer escalations

• Assist in the management of complaints to the agreed SLA

Business Communications:

• Ensure the core operations team is informed regularly on operational performance, roadmap progression and customer/​agent feedback

• Provide consistent direction to call centre

• Ensure that content with Agent Knowledge Base is relevant and accurate

• Ensure that process change requirements are escalated with a key focus on reducing waste

Qualifications:

• University degree or equivalent operations management experience

Work Experience and Education Guidelines:

Essential

• Experience in managing call centers is essential: customer service, telesales, in-house and outsourced.​

• A high level of understanding of call centre technologies

• Ability to solve high level challenging operational problems

• A moderate level of understanding of process optimization

• University degree or equivalent experience

• Strong analytical and planning skills

• Strong orientation to customer advocacy

• Experience in cultivation and maintenance of strong working relationships and collaboration across multiple business units and brands

Ideal

• Travel industry experience.​

• Previous experience at working across geographies

• Lean Six Sigma qualified/​project management disciplined

Core Competencies:

The successful application will be extremely customer focused and have a background in operations: ideally travel operations.​ S/​he would be familiar with call centre and customer relationship management.​

A proactive approach combine with customer focus and dedication is essential.​ This person will be tenacious, detailed driven, great project manager and will enjoy working under pressure.​ S/​he will also have good business acumen and should be able to work as a business owner.​

Critical Competencies:

Ø Partner & Customer Focus: Passionately meets or exceeds Expedia Expectations with Partners.​ Enters the partners’ world through listening and understanding.​ Nurtures relationships by recognizing and delivering on Expedia’s needs.​

Ø Technical Competence: Uses technical /​ job knowledge and experience, incorporating functional skills and broad based business knowledge, to meet and exceed job requirements /​ customer expectations.​

Ø Relationship building: Builds effective relationships through positive communication that motivates and influences others.​ Is an honest, trustworthy, a valued team member, and actively involved in achieving team objectives.​

Ø Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment.​ Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.​

Ø Problem solving: Takes initiative to identify current and potential problems and determines the best solution.​ Involves and/​or manages the people and resources required.​

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®, 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://www.​expediainc.​com /​ (NASDAQ: EXPE).​********