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Operations Support Analyst

Expedia Group
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  • Experience

    4+ Years
  • Salary

    Salary Not Disclosed By Employer
  • No. Of Opening

    1
  • Location

    Gurgaon, Haryana, India
  • Job Function

    Customer Services
  • Industry

    Customer Service
  • Qualification

    BCA (Bachelor of Computer Application), MCA (Master of Computer Application), Any Graduation , Computer Science And Engineering
  • Certification Required (if any)

    Not Mentioned
  • Notice Period (in days)

    Not Mentioned

Key Skills

IT Service Management, IT Management, IT Analysts , Operations, Support

Job Description

Operations Support Analyst

Position Overview

In this role, the successful candidate will monitor all contact center operations functions, including the computing and voice platforms and associated elements in a 24x7 environment. This position performs routine and non-routine tasks and adapts procedures, processes, and techniques to accomplish the requirements of the position. This position works under minimal supervision and relies on experience and judgment to plan and accomplish assigned tasks and goals. This position will also foster an environment of teamwork, leadership, motivation, and excellence.

What You'll Do

  • Real-time monitoring of critical business operations and performance indicators at an interval level- call volumes, average handle times, queue time, call center agent availability, call center service level adherence
  • Communicates performance trends and areas of concern to management and help implement corrective actions plans as needed
  • Engage with contact centers/vendor contacts to understand reason for performance impacts
  • Take action to mitigate various impacts to performance metrics per documented processes
  • Monitor intra-day scheduling forecast compared to actual volumes and recommend necessary adjustments to stakeholders as required
  • Recognize and initiate escalation for all system disruptions or outages including network, routing systems, computer systems, customized department systems and all applicable supported applications within guidelines
  • Track, follow up and provide reporting on system difficulties raised to the team
  • Manage, delegate and monitor operations intake policies and procedures
  • Assist with the monitoring of world events for crisis situations that may impact the business Gather information on these events and notify Global Crisis Operations Team
  • Creates, manages and distributes normal daily and ad hoc reports to stakeholders
  • Process daily requests submitted by external teams to provision agents within the voice platform within guidelines
  • Assist on various projects and tasks as assigned by management team and meet all deadlines associated with project work

Who You Are

  • Ability to apply quality customer service for global internal and external team members by phone or email
  • Customer service experience as it relates to a call center and/or support environment or call center command center experience
  • Understanding of the impact of staffing shortages to a contact centers ability to provide service to customers
  • Flexible working hours to cover all times for support if needed in a 24x7 environment
  • High sense of urgency
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • The qualified candidate possesses 2+ years experience in a 24x7 operations role. Command Center, NOC, Production Operations role preferred
  • 2+ years of Reports Analysis/Strategic Planning and/or Workforce Management experience in a call center setting preferred
  • Bachelor’s degree in Computer Science or equivalent demonstrated work experience with an emphasis towards operation support
  • ITIL certified, preferred
  • Drive for Results
  • Analytical Problem Solving & Decision Making
  • Cross Functional Collaboration
  • Work Effectively with Superiors and Peers
  • Written and Spoken Communications
  • Listening

Company Info.

Expedia Group

Expedia Group (NASDAQ: EXPE) is the world's travel platform, with the power to bring the world within reach for millions of people. Our extensive brand portfolio includes some of the world’s most trusted online travel brands, powered by the most knowledgeable, passionate and creative people in our business. Our travelers, our teams and our partners are our priority because we recognize the importance of what we do. Travel makes people be

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