Key Responsibilities
- Maintain a consistent quality of service by owning day-to-day operational support and performance of our EPS teams/partners.
- Create and deliver detailed and aligned governance and control mechanisms
- Support with business continuity, outage process, and capacity/invoice reconciliation
- Help lead our partners through periods of change and EPS strategies implementation.
- Propose and execute initiatives, plans, and processes with partners.
- Create accountability with partners by ensuring plans are in place with actions, timelines and objectives/outcomes.
- Ensure best practice sharing is taking place, by being the linking point between EPS and the internal CS organization.
- Accountability and consistency on a regional level while staying connected with the Global EPS team, providing alignment with global vision and objectives.
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Key Stakeholders
- Senior EPS Specialists
- EPS L&Q Team
- EPS Resource Team
- Global EPS support roles
- Customer Service Managers
Years of relevant Job Knowledge.Years of relevant Job Knowledge
- Broad Job Knowledge (3 - 5 years)
Requirements of special knowledge/skills
- Knowledge of customer service, outsourcing and resourcing methodologies
- Good understanding of contact center operations and KPIs
- Able to operate in a fast paced, dynamic environment and able to work under pressure
- This role does not come with relocation assistance
Benefits & Perks - Global Impact, Personal Relevance
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well as unique-to-Booking.com benefits which include:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to ₠1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Diversity, Equity and Inclusion (DEI) at Booking.com:
Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
- Let's go places together: How we Hire
- Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.