Sales Support Supervisor

Prepare and manage the weekly work schedule, ensuring updates to accommodate exceptions such as sick leaves, vacation days, and training sessions.

Responsibilities include:

• Generate weekly call reports from RingCentral to ensure service levels are met and identify anomalies for coaching and performance improvement.
• Evaluate and rate call recordings using the call scorecard.
• Facilitate new hire training and provide comprehensive instruction on TAAP responsibilities.
• Acknowledge all inbound TAAP emails within an average of 4 hours, maintaining timely communication and responsiveness.
• Ensure Expedia registrations are completed within 24 hours.
• Maintain compliance with contracted Service Level Agreements (SLAs) with Expedia, achieving a minimum of 65% of inbound calls answered within 30 seconds.
• Organize and facilitate weekly or bi-weekly team meetings to foster communication.
• Delegate tasks assigned directly by Expedia Management.
• Collaborate with the Manager to ensure all team members are equipped with the Balto AI software and provide feedback on its effectiveness.
• Host weekly TAAP Escalation meetings to track progress on existing cases.
• Train the team to support non-TAAP clients, such as Europcar and other clients as necessary.
• Collaborate with the Manager to proactively identify gaps, enhance efficiency, and recommend improvements.
• Coordinate the consolidation of independent TAAP accounts into the HOST account as required or requested by Expedia.
• Oversee team assignments to ensure projects are completed on time and deadlines are met.
• Conduct Annual Employee Reviews and coordinate with the Manager regarding the results.
• Administer discipline or provide accolades to team members as appropriate.
• Conduct interviews for New Hires.
• Monitor lunch breaks and leaves to ensure proper staffing levels are maintained throughout the day.
• Effectively manage the team’s overtime, allocating it appropriately and within budget while maintaining operational efficiency.
• Collaborate with HR for the effective implementation and adherence to all corporate policies.
• Communicate directly with clients when asked to speak with Supervisor.
• Develop a thorough understanding of all processes and procedures to provide hands-on assistance in support of the team related to Expedia TAAP and all clients handled by Support.
• Organize quarterly team building events.
• Develop an understanding of when client or Discover systems are not functioning properly, alert all necessary departments, and monitor progress until resolved.
• Review emails and recorded calls to ensure compliance and adherence to standards established by Discover and clients.
• Perform routine call and email coaching to identify areas of improvement and areas of accolades for each team member.

Job Qualifications:

• Exceptional written and spoken English communication skills.
• Proven experience in Sales Support, Customer Service, or related roles, preferably in the Travel or Hospitality industry.
• At least 2 years of supervisory experience in a similar capacity.
• Proficient in MS Office, Outlook, and CRM tools, including Salesforce.
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment.
• Demonstrated leadership skills, with the ability to inspire and motivate a team.
• Experience in attendance monitoring, leave tracking, and overtime approvals.
• Sound work ethics, professionalism, and the ability to foster a collaborative team environment.
• Willingness to work on a Night Shift schedule.

Mid-Senior level

Full-time

Discover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.