Job Description

Role Description:Key Responsibilities

• Maintain a consistent quality of service by owning day-to-day operational support and performance of our EPS teams/partners.
• Create 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 execute initiatives, plans, and processes with partners.
• Create 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.

Key Stakeholders

• Senior EPS Specialists
• EPS L&Q Team
• EPS Resource Team
• Global EPS support roles
• Customer Service Managers

Years of relevant Job Knowledge.Years of relevant Job Knowledge

• Broad Job Knowledge (3 - 5 years)

Requirements of special knowledge/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

Benefits & Perks - Global Impact, Personal RelevanceBooking.com\xe2\x80\x99s 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 leaveHybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)Industry leading product discounts - up to \xe2\x82\xac1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet creditDiversity, Equity and Inclusion (DEI) at Booking.com:Diversity, Equity & Inclusion have been a core part of our company culture since day one. This starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.Take it from our Chief People Officer, Paulo Pisano: \xe2\x80\x9cAt Booking.com, the diversity of our people doesn\xe2\x80\x99t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It\xe2\x80\x99s a place where you can make your mark and have a real impact in travel and tech.\xe2\x80\x9dWe ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.Application Process:Let\xe2\x80\x99s 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.

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