Team Manager - Lodging Operations (b2b Support)

Expedia Services CZ, s.r.o.

Place of work
Corso Court, Křižíkova 682/34a, 186 00 Praha 8, The Capital Prague
Contract type

Information about the position

Job description, responsibilities and duties

Job Description Summary
Team Manager, at Expedia Global Supply Operations is responsible for leading the a group of high performing associates in a contact center environment supporting Hoteliers within specific markets, to resolve escalated concerns and inventory management.
Responsibilities include:
• Motivational leadership of team in a call center environment
• Continuous improvement of processes and workflow analysis
• Ongoing training, career path development and soft skills/employee development of agent teams
• Accurate reporting and tracking of operational performance; developing action plans for improvement.
• Drive to meet all performance metrics – average handle times, low abandonment rate, excellent customer service
• Leadership by example – excellent customer service and hotel partner support focus
• Developing communication plans to ensure key stakeholders are kept apprised of status and issues.
• Lead team in existing processes and encourage out of the box thinking in order to drive continuous improvement of all processes and procedures from the front line

Employee perks, benefits

Competitive salary, permanent contract
Bonus scheme
5 weeks holiday
New offices in the center of Prague
Career opportunities
International environment
Healthcare, Private Medical Care
Life insurance
Pension Plan
Wellness and Fitness Reimbursement
Meal Vouchers
Travel Discounts, Travel Allowance
Public Transport Support – yearly transportation pass for free
Service Award Program

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

• Proven successful track record managing operational or call center teams
• Experience in process development and improvement
• 3-5 years’ experience in leading diverse teams
• Excellent communication and interpersonal skills
• Strong analytical skills including trending, forecasting, financial and performance management
• Experience leading and managing cross-functional teams
• Demonstrated ability to work autonomously
• Positive, solution-oriented attitude


Brief description of the company

About Expedia:

Our mission is to revolutionize travel through the power of technology.

Collectively, the Expedia brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury. Expedia delivers consumer travel demand from nearly every continent to nearly 149,000 hotels and hundreds of airlines, tour operators, car rental companies and destination services supply partners. Please visit to learn more about our travel brands.
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.

Number of employees

500-999 employees

Company address

Corso Court Křižíkova 682/34a
186 00 Praha 8 – Karlín
Czech Republic
ID: 3335827   Dátum zverejnenia: 14.3.2018