Customer Ops Service Delivery Manager Job in , Customer Service and Call Center Career, Full-Time Regular Jobs in Expedia - 2015

Position Overview:
As an important role within the APAC operations management team, the Service Delivery Manager will be instrumental in managing our contact centre partners and work with brand business owners to achieve our KPIs. The successful candidate will have the opportunity to take ownership of businesses processes, provide guidelines and support to our contact centre team and therewith actively contribute to the continued success of our APAC customer operations. This role is based in Kuala Lumpur, Malaysia.

Responsibilities:
• Manage the daily relationship with the outsourced service provider (call centre / fulfillment partner).
• Identify and communicate areas for continued process improvements / automation.
• Ensure that partners are equipped to meet our Service Levels and manage partner to achieve all KPIs.
• Provide regular / ad-hoc reporting and manipulate data as requested.
• Oversee customer relations for Brand
• Manager partner quality and customer experience performance with Quality / Customer Experience Manager
• Assist in developing policy/procedure documents
• Manage contact center performance statistics and action appropriately
• Assist with monthly forecasting
• Process AMT requests for new/updated accounts
• Manage compliance reporting action steps in conjunction with Tier III team
• Provide detailed reporting as required

Qualifications:
Fluent proficiency & comprehension in English is required and Korean language is desired.

Work Experience and Education Guidelines:
2-3 years experience in managing call centre environments – preferably in the travel industry
Strong analytical, communication and organisational skills

Core Competencies:
• High attention to detail
• Team player
• Ability to work and thrive in a multi-tasked, fast paced environment
• Professional work ethic
• Project Management skills
• High proficiency in MS Office tools (Word, Excel, PowerPoint)
• Six Sigma Greenbelt trained (desirable)

About Expedia, Inc.
Our mission is to revolutionize travel through the power of technology.
Expedia, Inc. is the largest online travel company in the world, with an extensive brand portfolio that includes some of the world’s leading online travel brands, such as Expedia, Hotels.com, Expedia Affiliate Network (EAN), Egencia, Hotwire, eLong, trivago, and Venere, to name a few.
We’re revolutionizing travel through the power of technology and looking for great talent to join us.
Interested in learning more? Explore your next chapter at lifeatexpedia.com.
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.

*LI – TS1