Airbnb3 дня назад
Supervisor, Premium Support (French/English)
Зарплата не указана
Canada
Обязанности
- 01Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
- 02Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
- 03Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s)
- 04Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed
- 05Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
- 06Drive performance at the ambassador, team, and service level
- 07Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
- 08Manage both ambassador and team performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- 09Share input and recommendations about service target setting
- 10Work collaboratively with regional Talent teams for the execution of all personal improvement plans and terminations as required
- 11Build and nurture an engaged and diverse team
- 12Own and manage end-to-end people strategy and operations within your ambassador team to foster a high performing and sustainable team environment
- 13Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
- 14Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team
- 15Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
- 16Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
- 17Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
- 18Support strategic initiatives within Delivery and your service as needed
- 19Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
- 20Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
- 21Think critically and constantly evaluate our procedures
- 22Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community
Требования
- 016+ years of progressive experience in a customer service or an operations role, with 3 years in a role directly managing staff & the employee lifecycle
- 02Fluency in spoken and written English and French is required
- 03Demonstrable experience in driving improved performance of teams as a line manager
- 04Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- 05Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- 06Ability to work weekend days, holidays, and on-call required