Job Summary
We are seeking an experienced Operations Supervisor to lead customer service operations supporting business and/or end-consumer clients. This role oversees post-sale technical and non-technical support delivered through remote channels (phone, chat, email) and/or distribution or service center environments.
The ideal candidate will drive operational excellence, support complex issue resolution, and serve as a subject matter expert while coaching and mentoring team members.
Key Responsibilities
- Supervise daily customer service operations in a high-volume environment
- Manage teams handling phone, chat, email, and/or walk-in customer support
- Oversee resolution of both low-complexity and high-complexity customer concerns
- Act as liaison between customers and internal departments (operations, production, distribution, etc.)
- Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met
- Drive process improvements and contribute to the development of new solutions and workflows
- Serve as escalation point and final decision-maker for complex or sensitive cases
- Coach, mentor, and develop team members to improve performance and engagement
- Support training initiatives and knowledge-sharing across teams
Qualifications
- 14 years of experience as an Operations Supervisor or in a similar leadership role
- Strong background in Customer Service Operations
- With BPO Experience
- Open to experienced Team Leaders with 6+ years of Travel & Hospitality experience seeking career progression
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication and stakeholder management abilities
- Proven experience coaching and developing teams
