The TripActions support team is seeking a Manager of Travel Experience to join our growing team Netflix travel support team. This role provides leadership and operational oversight of Travel Experience team to a dedicated customer account responding to customers 24x7.
What You'll Do:
Frontline manager to Travel Experience agents and Senior Travel Experience agents.
Conduct regular 1:1 meetings and quarterly reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps.
Provide performance feedback continually to encourage desired behaviors in line with corporate goals.
Manage escalations that occur and own customer issues through to completion and drive agents to utilize their skill, finding the knowledge to drive travelers questions to completion at first time they reach out to TripActions.
Develop processes to ensure recovery from the most common service issues.
Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base.
Work with the wider support team to deliver on weekly and monthly performance and behavior metrics. Enabled to speak to actions that change behaviors from Travel Experience agents that drive better performance to meet goals.
Monitor Call Queues (ACD) and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team.
When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
Have deep knowledge of GDS (Sabre and/or Amadeus) to be able to assist agents, understand processes and travel nuances.
Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, Twilio, and familiar with a internally build agent CRM systems)
Knowledge of, and familiarity with contact center applications (e.g. Calabrio, WorkDay, Workramp)
Screen for and interview new hires as we scale our support organization
Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support.
What We're Looking For:
5+ years contact center / support experience at the manager level (own manager skills)
5+ years progressive leadership experience in a contact center / support environment (Agent -> Lead -> Supervisor, for example)
5+ years experience in travel with experience in Sabre
Customer-Centric: The customer is at the forefront of everything we do - you must live and breathe customer support and promote high customer engagement through all interactions
Ability to build relationships and motivate people and teams
Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.