Here at Booking.com we work at scale yet we never lose sight of what makes us personal. From the volumes we work with, to the changes we manage on a daily basis, through the daily interactions our teams have with each other; it all has a direct impact on our customers and our ability to grow. For this reason, we need experienced Site Leader who are looking for the next step in their career to join one of our growing offices in Vilnius, Lithuania.

The Site Leader is responsible to keep things running like clockwork, managing and leading a large site of Customer Service professionals to engage Booking.com’s customers, increase loyalty and strive to beat expectations every time.

Leads the Customer Service Managers and the support teams, while collaborating with Global CS to ensure the operations of the center are running smoothly and in accordance with expectations.

B.Responsible:

• Leading, developing, and assisting a team of managers and an increasingly growing number of indirect reports, between 200 to400
• Driving performance, culture, and creating an inspiring working environment, aligned with the global Customer Service strategy
• Creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
• Developing talent - Creating, leading, engaging with and directing a workforce to drive enhanced performance through our people agenda. This will include at all levels of the business - safety of our people, employee engagement, performance leadership, talent & succession and training & development
• Has a strong strategic vision and the ability to implement and execute it in a fast changing environment
• Enthusiastically supporting, actively promoting and demonstrating superior Customer Service in accordance with the department and company standards
• Achieving and exceeding all KPIs related to guest and partner satisfaction, productivity, employee engagement, recruitment, attrition and budget spend
• Responsible and accountable for overall day to day operations of the contact center
• Ensuring Customer Service & company standards are followed by all team members and addressing issues as they arise
• Is an active and engaged member of the regional leadership team, expanding beyond the site responsibilities to create positive impact at both regional and global levels through sharing of great practices, lead regional and global improvements and collaborate to address common opportunities
• Developing an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance

B.Skilled:

• Level of education: an equivalent of Bachelor degree, or higher
• Minimum of 8 to 12 years of relevant & extensive job experience
• Proven people leadership and management skills, and at least 8 years’ experience in leading and managing high performing teams in a Customer Service or equally relevant environment of professional excellence
• Track record of team motivation, employee engagement and satisfaction
• Experience of working with geographically and culturally diverse teams
• Ability to persuade and influence thinking, or to gain acceptance of others in sensitive situations
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
• Ability to operate in a fast paced, dynamic environment
• Excellent English communication skills, both written and verbal
• Able to demonstrate good business judgment with a track record of successfully delivering quantifiable results
• An analytical thinker with project management skills, attention to detail, an ability to influence others, and exceptional organisational skills
• Strong in oral and written communication skills with the ability to think clearly, analyse quantitatively, problem-solve, support scope of requirements and prioritize
• Able to manage detail, establish root cause and be able to extract and manipulate data
• Be able to Lead a strong management team and able to oversee a large group of employees on site
• Experience in working with flexible scheduling
• Some (basic) knowledge of local employment and industry regulations

B.Offered:

We are a performance-based company that offers career advancement and competitive compensation, including bonus. We also offer what is called the “Booking Deal” with competitive benefits.

• Competitive salary, ranging from 80,400 Eur. to 89,300 Eur. per annum
• Annual bonus depending on performance
• International working environment
• Health insurance package
• 20 holidays per year (on a full-time basis)

Booking.com Customer Service Center (UAB, Lithuania) is one of Booking.com support locations based in Vilnius, Lithuania. Booking.com Lithuania is the company behind Booking.com™, headquartered in Amsterdam. The group has over 160 offices worldwide. Our culture is built around good ideas and a collaborative environment. We all share the responsibility to make our company even better. We believe that every employee can add their own unique value to the company, just by being you. We invite you to make your own mark on the company. Together we can set off on an exciting journey.

Please submit your CV & Cover letter in English.