Senior Real Time Management Team Lead

Job description

About Tripadvisor The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork. The Senior RTM Team Lead is responsible for leading, mentoring and developing a team of Real Time Analysts, and for managing the performance of all queues within agreed SLAs. The Senior RTM Team Lead will co-ordinate with local BPO RTMs to ensure that optimal staffing cover is provided across multiple channels, such as calls, emails and chats. The Senior RTM Team Lead will proactively identify downtime or telephony issues, and support adherence to schedules. This role also works closely with senior leadership to drive team strategy, performance, and continuous improvement initiatives. ESSENTIAL DUTIES AND RESPONSIBILITIES: Manage, guide, and...