Partner Operations Specialist

Boise, ID, United States(flexible)
Main Location
Bellevue, WA, United States
Open jobs

This position is located in Boise, Idaho. You will need to be at the physical location.

The Partner Operations Specialist will work with our Expedia Partner Solutions (EPS) call centers to provide service for our EPS partnerships. This role will involve monitoring performance and providing reports to internal stakeholders. You will identify and make business improvement recommendations to internal stakeholders in order to improve conversion, lower average handle time, and decrease call propensity. This role will provide feedback, briefings, and bring overall awareness to call center partners around EPS operations.


Responsibilities:

Relationship Management:

  • Ensure both EPS and call center goal alignment while cultivating a foundation of positive relationships through open, frequent communication with call center management
  • Maintain strong advocacy for call center teams by highlighting process, product, training and performance improvement opportunities
  • Champion and communicate EPS's partner-centric culture to the centers.
  • Facilitate and/or participate in Call Center Partner training for increased service levels & reduced contacts
  • Constantly monitor and provide feedback on local issues (political, economic, social, natural disaster) that could impact the outsourcers operation
  • Identify & articulate root cause of escalations/issues and compose processes to mitigateQuality:
  • Lead calibration process with outsourced partner Quality team
  • Ensure that call center activities align with the business strategies; driving behaviors to meet critical contact center metrics
  • Gain clear understanding of when and why call centers miss agreed SLAs as well as standard policies & procedures and work with operations manager to improve.
  • Prioritize and identify training needs to address issues which arise through calibration sessions and quality monitoring.
  • Continuously review, update & improve all processes and procedures as required by the changing business.
  • Ensure all affiliate communications are in line with EPS Partner-Centric strategy / EPS Brand values.Competencies:
  • You will have 2+ years' experience managing center operations
  • You will have 1+ years’ experience in account/relationship management in a B2B environment
  • Proficient working knowledge of all Microsoft Office products: Excel & PowerPoint is a requirement
  • Positive and service oriented mind-set /work attitude
  • Work independently with minimal supervision
  • Experienced in communicating clearly and concisely, both verbally and in writing
  • Ability to deliver excellent internal and external customer service
  • You will have the ability to work with ambiguous and complex situations that do not necessarily have a prescribed resolution
  • You will be capable of working across global department and division lines throughout the company, having the ability to prioritize, troubleshoot and coordinate multiple tasks
  • Ability to set priorities, meet deadlines and manage multiple projects in a fast-paced, changing environment
  • Effectively applies influence to gain partnership of peers and other internal and external groups
  • Effective at facilitating cross-group communications
  • You will have experience in the travel industry.
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