Senior Eps Specialist

5 days ago

Singapore Booking.com Full time

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 Relevance**- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

**Application Process**:
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