Role Overview:

We are seeking experienced Operations Supervisors to manage a team of customer service representatives in our Travel and Hospitality account. You will provide coaching, training, and performance feedback to drive operational excellence.

Key Responsibilities:

• Manage a team of customer service representatives, providing coaching, training, and performance feedback.

• Monitor and analyze team and individual performance metrics to identify areas for improvement.

• Implement effective quality assurance processes and provide feedback to drive operational excellence.

• Collaborate with department heads to optimize workflows and implement new policies or procedures.

• Foster a positive, motivating team environment to support high staff engagement and retention.

• Identify and address operational issues, escalating to senior management as needed.

• Ensure full compliance with client requirements, contractual obligations, and internal policies.

Qualifications:

• Minimum 1–2 years experience in a contact center operations supervisory role (BPO) – required.

• Strong people management skills with the ability to lead, motivate, and develop a team.

• Excellent verbal and written communication skills.

• Problem-solving mindset with attention to detail and focus on continuous improvement.