At VRBO, we are committed to delivering an exceptional partner experience. We believe that our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated support supervisor to lead our Integrated Property Management (IPM) Support Team. This position is responsible for overseeing and leading the team to achieve and maintain service, quality, and customer experience standards. You will be evaluating the performance of agents to ensure all key areas of responsibility are met while upholding the highest quality standards. Additionally, you will partner with internal teams and stakeholders to collect and share feedback aimed at process optimization.

What you’ll do:

• Evaluate the performance of agents to ensure that key areas of responsibility are met while maintaining quality standards

• Coach and counsel team members on key areas of responsibility and develop the team for growth opportunities

• Manage and implement policies, procedures, and productivity standards with a focus on data accuracy

• Drive efforts to improve key metrics, including case closure rate, reopen rate, and other relevant performance indicators

• Identify data trends and gaps, and work on opportunities for process enhancement

• Conduct the required number of quality audits to stay updated on process strengths and areas for improvement

• Connect with stakeholders and internal teams to maintain positive working relationships

• Ensure the team follows schedule adherence and Zero Tolerance Policy (ZTP) guidelines

• Prioritize urgent and sensitive escalations while maintaining case age and reopen rate at a minimum

• Define objectives, evaluate performance, and discuss areas of improvement through consistent 1:1 time with team members

• Complete monthly and annual performance reviews for direct reports and initiate action plans for improvement

• Identify opportunities to increase process efficiency while promoting a positive work environment

• Perform other duties and projects as assigned

Who you are:

• At least 3 years of previous leadership experience in managing all aspects of a team of employees

• Strong working knowledge of MS Office products, CRM systems, HTML, XML, API or GraphQL browser technologies and software integration is desirable  ·      

• Good people and interpersonal skills to build effective relationships

• Maintain calmness under pressureAttention to detail and ability to interpret information making sound recommendations

• Good people and interpersonal skills to build effective relationships, maintain calmness under pressure

• Support, educate and coach our front-line teams & Strong leadership and supervisory skills

• Excellent communication and problem-solving abilities. and listening skillsquestioning

• Strong business verbal, written,  Growth mindset, open to new ideas, embrace feedback & Ability to work in a fast-paced environment and adapt to changing customer needs.

• Exemplary coaching skills with ability to inspire and support our people