Customer Operations • Senior

Who you are

You have a proven track record in team leadership, with experience managing and developing teams in a fast-paced environment. Your ability to mentor and guide individuals is complemented by your strategic thinking, allowing you to create tailored growth strategies for each team member. You understand the importance of performance management and are skilled at providing continuous feedback through coaching sessions and performance assessments. You are adept at coordinating with various stakeholders to ensure optimal staffing and performance across multiple channels, including calls, emails, and chats.

You possess strong analytical skills, enabling you to proactively identify downtime or telephony issues and support adherence to schedules. Your collaborative nature allows you to work closely with senior leadership to drive team strategy and continuous improvement initiatives. You are committed to fostering an inclusive and supportive environment for your team, prioritizing individual career advancement and skill development.

What you'll do

As the Senior Real Time Management Team Lead, you will be responsible for leading, mentoring, and developing a team of Real Time Analysts. You will manage the performance of all queues within agreed SLAs, ensuring that your team meets its objectives. You will coordinate with local BPO RTMs to provide optimal staffing cover across various channels, ensuring that customer needs are met efficiently. Your role will involve identifying and addressing any operational issues that may arise, allowing your team to maintain high performance levels.

You will work closely with senior leadership to develop and implement strategies that enhance team performance and drive continuous improvement. This includes analyzing performance metrics and providing insights to inform decision-making. You will also be responsible for fostering a culture of feedback and development within your team, ensuring that each member has the support they need to succeed. Your leadership will be crucial in creating an environment where team members feel valued and motivated to achieve their best.

What we offer

At Tripadvisor, we are committed to creating a diverse and inclusive workplace. We offer a hybrid work environment that allows for flexibility and work-life balance. You will have the opportunity to work with a talented team dedicated to connecting people to experiences worth sharing. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in making a meaningful impact in the travel industry.