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Senior Team Leader - Service Delivery (Contact Center)



Are you a customer-oriented individual looking out for your next career move? Do you want to join a high-performing team of travel experts?  If so, we’d love to speak to you!

Each year, Egencia helps thousands of companies in over 60 markets better manage their travel programmes. We provide modern solutions and exceptional service to millions of travelers as they plan, take and complete every business trip. We deliver bottom-line savings to our clients and support the needs of the modern business traveler.

We are looking for a talented and passionate individual to lead our Singapore Contact Centre to greater heights. You will be the location expert for Service Delivery to lead 2 to 3 team leaders and supervise a designated team of travel consultants to deliver best in class customer service via different communication channels. You enjoy helping others develop their skills and understand the advantages of a team environment and what it takes to thrive in one. You understand what motivates team leaders / members to grow and excel. You know how to inspire others so we can reach new horizons together as one team. We would love to hear from you if you believe that being an ambassador of service excellence and leading a winning team is something of a calling.

What you’ll do:

  • Responsible for Contact Centre performance and ensure all metrics are met
  • Assist the Senior Manager to plan and drive strategy and direction of the Contact Centre
  • Manage the performance of Team Leaders and designated team
  • Drive / participate in global and local initiatives
  • Define hiring profile and overall responsible for recruitment process
  • Manage Contact Centre performance through reviews with Travel Consultant and provide input to Senior Manager in managing Team Leader performance
  • Drive improvement through process review and collaboration with other functions to achieve company objectives
  • Evaluate and elevate quality standards through monitoring and coaching framework
  • Act as escalation point for complaint and resolution
  • Any adhoc initiatives as assigned by Senior Manager

Who you are:

You’d be great for the role if you have the following:

  • Experience in reporting to a remote manager
  • Strong people management skills and experience
  • A thinking out of the box motivator
  • Strong customer focus
  • Strong communication and interpersonal skills – friendly, confident manner with all levels of colleagues
  • Presentable, flexible with a desire to succeed and to drive the success of others
  • Solid coaching skills and ability to provide high impact and constructive feedback
  • Create succession plan and talent pool to develop progression within the team.
  • Strong time management and analytical skills
  • Working knowledge of GDS – knowledge of Amadeus nice to have

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 the 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.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

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®.


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.

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Job Category
Customer Service Group

Job Function
Contact Center Management


Job Type
Full-Time Regular

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