Supervisor – Customer Service (Travel App) - Office Hours - Up To 25M - Career Development

We are seeking an experienced professional with:

BPO background, with OTA industry knowledge considered a plus.
Project management expertise, able to drive multiple initiatives simultaneously.
Leadership experience as a Team Lead/Supervisor/Manager, managing KPIs and 24/7 operations.
A proven ability to elevate service quality and ensure compliance with client standards across the Contact Center.
3+ years in call center/travel/customer support, specializing in quality assurance and continuous improvement.
Proven capability to improve service quality and ensure Client’s standards are met across Contact Center operations.

Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.
Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.
Develop self and team (training, briefings, continuous updates).
Excellent command of spoken and written English and Vietnamese
Monitor quality and productivity to meet client requirements.
Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
Drive Service Improvement & Motivation programs.
Handle customer & client escalations; ensure lessons learned and no re- occurrence.
Provide performance reports & analysis
Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
Identify skill gaps and drive prevention/improvement plans.
University graduated.
Train/retrain Flight agents to sustain service levels.
Nice to have:
Disciplined, highly motivated, and able to motivate/encourage the team.
Data- driven mindset; critical thinking.
Reporting & presentation skills.

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-11-27 01:00:03