Role Description and Key Responsibilities
- Maintain a consistent quality of service by owning day-to-day operational support and performance of our EPS teams/partners.
- Build 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 implement initiatives, plans, and processes with partners.
- Build 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.
Qualifications and 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
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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
Application Process:
Let’s go places together:
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.
