Traveler Services Supervisor, Premium

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Traveler Services Supervisor, Premium

Introduction to team

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

We’re looking for a talented leader to join an elite team that will work with our top agents who resolve complex issues - so our travelers can have the best travel experience imaginable! You’ll develop and coach your agents daily by giving them feedback, celebrating wins, and holding them accountable to results. The ideal candidate will be cool under pressure and comfortable working in situations that at times can be highly stressful. If you excel at figuring out complex problems and enjoy finding resolutions to tough situations, this job could be for you!

In this role, you will:

• Create a culture of empowerment and resolution for agents handling online (voice & chat) and offline (Service Requests) sources from start to finish

• Operations and Knowledge Management: Ensures the business vision is understood by the team and translates into functional goals; Solid understanding of operational structures and functions essential to supervise operations

• Trust Each Other: We are all Expedians. We are accountable to each other to deliver on our commitments, and we will trust our team members to help get it done

• Develop Talent: Creates opportunities for associates that contribute to their personal and career development; Enables an expansive and diverse work environment

• Build and maintain effective teams: Holds self and team accountable for setting and meeting departmental goals: Identifies and resolves issues that may impair the team's ability to meet team goals

• Inspire and gain the commitment of others towards the vision, mission, values, and organizational goals; Responsible for findings from employee surveys and defines, identifies, and acts on opportunities to improve engagement and minimize attrition

Experience and qualifications:

• Master communicator, both verbal and written, who can build strong relationships and maintains a visible presence with multiple stakeholder groups

• Comfortable working with technology, including all Microsoft Office programs

• Takes Ownership: Owns Problems, action oriented, and takes control of the interactions and teams’ performance

• A quick learner who can make sound business decisions based on previous experience

• Inspires Confidence: Able to inspire an energetic and fun culture and is passionate about coaching and mentoring to drive the team to the next level

• Have a high school diploma or equivalent related professional experience

• 2 years experience in leadership or contact center

• Must be flexible with shifts and able to work in a 24*7 environment

• Positive & proactive attitude, and excellent attention to detail

• Solid understanding of GDS systems (Sabre/Amadeus)

• A high-level understanding of call center technologies

• Travel knowledge: experience in the travel industry

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The total cash range for this position in Springfield is $51,500.00 to $72,000.00. Employees in this role have the potential to increase their pay up to $82,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.