Service Level Coordinator at Expedia Group
Vrbo, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands. Vrbo offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online.Opportunity:
Vrbo, part of the Expedia group, is currently looking for an individual to join our Americas Service Level team (ASLT) as a Service Level Coordinator within the Customer Experience Department who will be pivotal to ensure our growth and success.
Do you possess to have a strong knowledge of call center contact volume, real time intra-day management, and handling contact center agent scheduling? Do you excel in managing workforce schedules and real-time monitoring multi-skill agent activity? Do you consider yourself a self-motivated, creative, detail-oriented, analytical, problem solving contributor who is able to work with minimal supervision? Do you pride yourself in excellent interpersonal and communication skills, strive within a team, and have top-notch time management abilities?
The Service Level Coordinator is responsible for coordinating deployment and operational activities including, but not limited to, maintaining agent schedules, supplying overtime and handling time-off requests, achieving service levels goals, running productivity reports, and accounting intra-day performance. We are responsible for the real-time monitoring and tracking of agent schedules and all off-phone activity for our Customer Support, Trust and Security, Operations teams. We work together with our outsource counterparts within our multi-queue environment daily. We also assist with coordinating the scheduling of team meetings, supervisor one-on-one sessions, training, and other scheduled offline phone activity.In this role, you will:
Demonstrate the ability to perform duties independently and consistently while exhibiting the required core competencies for the role and train others
Experienced professional with a full understanding of area of specialization and resolves a wide range of issues in creative ways
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Act as an information source for agents' questions pertaining to Scheduling and Queue Management
Closely coordinate with other leads and management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed.
Compile/send daily status and other required reports as directed by Supervisor
Communicate solutions, successes, and opportunities to the Supervisor
Coordinate training for new hires and existing staff
Inspire and motivate agents; lead by example
Monitor real-time activity of agents, agent occupancy, agent utilization, forecasting accuracy by interval, and maintaining service level in a multi-site environment and with outsource business partners.
Handle call center scheduling activity, team projects, team training, and meetings.
Work directly with the Customer Experience Operations to identify and implement a consistent level of service that meets or exceeds our department goals.
Build and runs records of operations, to maintain standards and provide updated reporting.
Able to take ownership of assigned tasks fully and see them through to completion
Be an extension of the Company vision of being the industry leader in customer service through quality, dedication, courtesy, and partnership.
Assist in administration of Contact Center scheduling for shift adjustments/changes, new hire preparations, terminations, and running the weekly schedules.
Interact and develop the relationship with internal and external teams to act as a liaison to department/management, and to resolve problems and issues.
Demonstrate your deep understanding of Real-Time Adherence statistics: helping to ensure agents are on the their scheduled task(s) and monitoring breaks/lunches. Monitor sick calls/tardiness, etc., entering real-time exceptions into WFM tool (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.).
Generate and communicate to appropriate members of management of phone activity reports, staffing issues, performance measures, and call statistics
Assist in organization, coordination, and representation for events requiring the efforts and input of multiple sources.
Develop reports, maintains spreadsheets and provides administrative support in all areas as needed.
Report and identify trends and works with Management to correct problems.
Maintain a direct partnership with contact center Managers, Supervisors, and Agents to promote an employee friendly environment.
Regular, punctual, and consistent attendance
Ability to perform other duties as assigned
Proficiency with Microsoft Office Suite, particularly Excel.
Strong time management and judgement skills.
Takes initiative and handles simultaneous tasks while working expertly, effectively, and independently under minimal supervision, in a dynamic, customer focused environment.
Strong attention to detail and accuracy required.
Possess strong organizational and prioritization skills
Experience working with multiple groups toward a common goal.
Ability to exercise creative problem solving techniques.
Excellent verbal and written communication skills. This includes the ability to communicate professionally, effectively, thoughtfully, and courteously.
Ability to work flexible hours and be available as required by business operations.
High school diploma, GED or equivalent required.
Two years’ experience in workforce management, preferably in a multi call center environment.
Experience with workforce management software.
Bachelor's degree preferred.
- Competitive health and insurance benefits.
- Competitive salary.
- Annual target bonus or commission.
- Parental leave for up to 20 weeks (dependent on eligibility).
- Paid vacation and sick time.
- Employee Stock Purchase Program.
- Free snacks and beverages.
- Frequent company update talks with our leadership team.
- Electronic, adjustable stand-up desk.
- Discounted Metro & Rail pass.
- Casual dress.
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. Vrbo is part of the Expedia Group family of brands.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.