You will supervise and support a team of agents responsible for handling multiple live chats from retail agents regarding their travel reservations.

You will manage email, chat, and voice communications with suppliers.

• You will oversee the processing and confirmation of clients’ travel booking itineraries with high accuracy.

• You will ensure team members follow detailed instructions and adhere to operational guidelines.

• You will monitor and maintain service quality to meet or exceed team KPIs and SLAs.

• You will provide coaching, mentoring, and performance feedback to team members.

• You will identify workflow issues or system limitations and escalate them promptly to stakeholders.

• You will collaborate with other departments to ensure smooth operational processes and client satisfaction.

• You will generate periodic reports on team performance, productivity, and incident management.

• Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry. Minimum 3 years of working experience in Customer Service Excellent communication skills in English, both written and spoken.

• Strong analytical and logical thinking skills.

• High attention to detail and accuracy in processing tasks.

• Flexible with working hours to support business needs.

• Ability to work collaboratively with team members and guide them effectively.

• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls simultaneously.

• Comfortable working under established guidelines and service standards.