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Service Level Coordinator

| Austin

ExpediaAbout Us:

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

Required Qualifications:

  • 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.

Preferred Qualifications:

  • Two years’ experience in workforce management, preferably in a multi call center environment.

  • Experience with workforce management software.

  • Bachelor's degree preferred.

Benefits & Perks:

  • 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.
     

Why join us:

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®.
 

About Vrbo:

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM

Location

Vrbo has six offices in the Austin area with a 16-story global headquarters now open in the Domain.

An Insider's view of Vrbo

What’s the vibe like in the office?

Some of us have been working together for 5+ years and have been there for each other during engagements, births, divorces…you name it. They have truly been my second family and my coworkers are the best part of coming to the office every day.

Amanda

Director, B&B Sales and Supply

What projects are you most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Advertising Account Executive

What makes someone successful on your team?

Being a successful finance person means being a strong business partner and not only understanding what is happening throughout the business but also being insatiably curious about it. It’s not enough to just know math, or know the numbers; you need to know where those numbers come from, how they get there and what's driving that result.

Sharon

Sr. Director Global Finance Operations

How do your team's ideas influence the company's direction?

The Talent Acquisition team is always pitching innovative ideas at our 120-day planning sessions that directly impact the company and recruitment experience. It’s amazing to see how quickly we’re able to implement new ideas every 120 days and measure the results. We’ve seen everything from employee referral reform to self-defense classes in Austin.

Marisela

Director, Global Talent Acquisition

What projects are you most excited about?

I'm on a team that's investigating the integration of react-native into our existing mobile app and my focus is primarily on bridging our existing native analytics packages into the react-native side of things. This allows us to adapt and improve based on what customers do while using our product,

Andrew

Software UI Engineer

What are Vrbo Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
HomeAway offers up to 20 weeks of paid parental leave (yes, dads, too!) for eligible new parents with at least 1 year of service.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
9 paid holidays + 2 floating holidays you can take any time during the year.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We were recognized by the Austin American-Statesman for having the most generous parental leave in Austin!

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