Service Delivery Manager (Call Center)

Expedia Indiana , PA 15701

Posted 3 months ago


  • Please note this position has a physical location of Fort Wayne, Indiana or Campbellsville, Kentucky. You will be required to be on location if applying from one of these states. Candidates also being considered within the Dallas, TX area.

Intro: Looking to join a team that is passionate about travel and providing our customers with best-in-class customer support? Are you data-driven and passionate about running an efficient customer support operation and looking to lead and support one or more of Expedia Group's outsourced call centers to achieve top performance?

The Service Delivery Manager for the Global Partner Services group will lead and support one or more of Expedia Group outsourced integrated customer service and sales operations for GPS bank or non-bank loyalty clients in Fort Wayne, IN. The primary objectives of this role are to motivate and drive Expedia Group outsourced partners to achieve top performance for Customer Experience, Operational Efficiency, Implementation and Support of Client Requirements, Adherence to policy, procedure and defined customer processes delivering best-in-class customer experience. This role will also require interaction with banking or non-banking clients on-site and over the phone as it relates to site performance, operations, and projects.

Who you are:

  • Have experience with customer service and telesales and/or support of loyalty client that functions as an integrated customer care team, have initiative, be a self-starter, detail oriented and possess excellent analytical skills.

  • Have 2+ years of Operations management experience in a dynamic customer care environment. This position and will take high energy to effectively lead and motivate teams individually and through others.

  • Have strong analytical skills with the ability to review and analyze data to derive conclusions and make suggestions around operational improvement.

  • Understand local country labor laws and local nuances needed to support excellent contact center performance.

  • Flexible and will execute on a heavy call volume in a fast-paced setting.

  • A leader with knowledge of contact center technologies and current with emerging changes in contact center industry and technologies.

  • Have excellent presentation and collaboration skills and are a leader with performance management skills and is proficient in Excel, PowerPoint, Word and Outlook and a bachelor's degree or equivalent experience.

What you'll do/roles & responsibilities:

  • You will build and maintain a continuous improvement environment that combines learning, achievement, recognition and exceeds daily Operational Metrics against major floor operations deliverables and consistently meet client operational metrics to avoid financial penalty.

  • Monitor staffing interval adherence to maintaining optimal staffing while meeting required service metrics; drive operational efficiency through AHT and Call Propensity improvement.

  • Analyze data to communicate the current status of the operation, drive performance improvement and cost containment, and figure out the root cause of operational issues.

  • Reduced operational expenses through execution of policy/procedure, reduced the loss of revenue through fee waivers and agent errors that result in retail loss.

  • Drive Quality and delivery of prescribed customer experience; Lead calibration process with outsourced partner Quality team to ensure consistent Service Delivery. Coordinate with training to implement new or modified training processes.

  • Monitor and provide feedback on local issues that could impact the outsourcers operation, including outages and tools related issues. Participate in audits by clients to ensure outsourcers PCI, background checks and agent compliance.

  • Ensure quick resolution to customer concerns both from the GPS clients and from Expedia teams.

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,, Expedia Partner Solutions, Egencia, trivago, HomeAway, Orbitz, Travelocity, Wotif,, ebookers, CheapTickets, Hotwire, Classic Vacations, Expedia Media Solutions,, 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Service Delivery Manager (Call Center)