This position is a key member of the Global Customer Command Center (GC3) responsible for providing 24x7 operational support for GCO Contact Centers.
You will monitor, provide application tool / support, real time performance analysis of system health and oversight of contact center queues.
You will be build and maintain operational policies and procedures for the GC3. You will work under minimal supervision and rely on experience and discernment to plan and accomplish work duties.
You will also cultivate an environment of collaboration, leadership, motivation, and excellence.
Recognize and initiate low to severe agent service blocking issue affecting agent tools using application, network and service dashboards to technical support teams.
Ensure incidents are resolved to the customer’s satisfaction and accordingly to SLA.
Ensure a consistent method of incident management is followed, including diagnostics, classification, escalation paths and communication protocols to drive.
Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary.
Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices. Drive complicated system related issues to resolution across multiple services and groups with little or no supervision.
Partner with key teams across the organization to identify, trend and track key performance metrics that reflect health of agent tools.
Quickly and effectively learns new systems to rapidly identify potential disruptions and solutions to assist the reduction of MTTR and / or prevent future service interruptions.
Build troubleshooting guides for system issues and standard policies, procedures and processes to be used for GC3 personnel.
Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence.
Possess significant work experience in a dynamic 24x7 production, mission critical, revenue and ever changing environment.
Ability to initiate and execute problem solving in systems, procedures, reports or analysis, where the area is somewhat defined.
Normally receives little instruction on day to day work or general instructions on new assignments.
Proven ability to troubleshoot small to complex systems with an emphasis on Agent Tools / e-Commerce emphasis.
Be a critical thinker who can contribute to challenging assignments in a business-critical environment.
Flexible working hours to cover all times for support if needed in a 24x7 environment
Excellent verbal and written communication and comprehension skills.
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
Service and delivery oriented focused on achieving results.
Ability to multitask, work under pressure to fixed deadlines with a flexible approach to working hours to meet deadlines.
WORK EXPERIENCE AND EDUCATION GUIDELINES :
Possess 2+ years’ experience in a 24x7 operations role. Command Center, NOC, Production Operations role preferred
Bachelor’s degree in Computer Science, IT, or equivalent demonstrated work experience with an emphasis towards operation support
ITIL certified, preferred
2+ years of Reports Analysis / Strategic Planning and / or Workforce Management experience in a call center setting preferred
CORE COMPETENCIES :
Customer Focus - Highly organized with ability to multi-task and motivated with sharp customer focus.
Drive for Results - Ability to take initiatives and meet deadlines in a dynamic environment.
Technical / Functional Skills Make technical, functional contributions and stay abreast of trends
Analytical Problem Solving / Judgment & Decision Making Ability to use critical thinking skills to help resolve or mitigate customer impact service issues.
Communicating Effectively Clearly and effectively conveys complex information.
Influencing Ability to earn cooperation from others to accomplish team goals.
Cross Functional Collaboration - Must have strong interpersonal skills to establish partnerships with key service delivery and operations teams.
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, religion, gender, sexual orientation, national origin, disability or age.