Operations Supervisor

Supervise day‑to‑day operations of a team supporting a travel account to ensure KPIs, SLAs, and quality standards are achieved. Monitor agent performance, attendance, and productivity; provide coaching, feedback, and performance management as needed. Handle and resolve escalated customer concerns while maintaining a high level of customer satisfaction. Analyze team performance metrics and implement action plans to improve efficiency and service quality. Conduct team huddles, coaching sessions, and performance reviews. Coordinate with support teams such as Quality, Training, and Workforce Management to address operational needs and improvements. Prepare reports on team performance and operational updates for management.

Qualifications

• Minimum of 2 years supervisory experience in a BPO environment, preferably supporting a travel account.
• Open to supporting US, Canada, Australia, or UK markets, with schedules aligned ...