Operations Supervisor - Travel/Airline

Requirements:

• Effectively manage and lead a team of customer service agents, ensuring they meet or exceed performance targets and deliver a consistently high level of service
• Coach and develop team members, providing feedback, training, and support to help them enhance their skills and grow professionally
• Monitor and analyze team and individual performance, implementing strategies to drive continuous improvement
• Foster a positive and collaborative team environment, promoting a culture of engagement and accountability
• Serve as a subject matter expert, providing guidance and support to agents on complex customer inquiries and escalations
• Collaborate with other teams and stakeholders to ensure seamless operations and a superior customer experience
• At least 1 year experience in a team lead or supervisory role within a contact center or customer service environment in the travel or airlines industry
• Can start ASAP 
  

Work Set up and Shift Schedule: Night shift, Work On site (McKinley West Taguig)

Responsibilities:

• Supervising and coordinating daily operational activities: This includes tasks like scheduling, assigning work, and monitoring performance.
• Ensuring compliance with policies and procedures: This includes safety standards, operational guidelines, and legal requirements.
• Optimizing workflow processes: Identifying bottlenecks and inefficiencies to improve overall productivity.
• Training and mentoring staff: Providing guidance and support to team members to enhance their skills and performance.
• Managing budgets and resources: Overseeing financial aspects of operations, including expenses and resource allocation.
• Monitoring and analyzing key performance indicators (KPIs): Tracking performance metrics and reporting on progress to management.