We are seeking an experienced and motivated Customer Service Supervisor to lead a team supporting a travel account in an international BPO voice environment. The ideal candidate has a strong background in managing customer service operations, a passion for delivering excellent client experiences, and a proven ability to lead high-performing teams.

Key Responsibilities:

• Supervise and manage daily operations of a customer service team handling travel-related inquiries and concerns
• Monitor team performance against key metrics (AHT, CSAT, quality, adherence) and implement improvement plans as needed
• Provide coaching, guidance, and feedback to team members to drive engagement and performance
• Handle escalated customer issues and ensure timely resolution in line with service standards
• Conduct regular team meetings, performance reviews, and training refreshers
• Analyze reports and performance metrics to identify trends and opportunities for process improvement
• Collaborate with internal departments and clients to align on business objectives and service expectations
• Lead initiatives that enhance customer satisfaction and operational efficiency
• Maintain documentation and reports related to performance, coaching, and operations

Qualifications:

• Minimum of 2 years’ experience in a supervisory or team lead role in a BPO international voice setup
• Experience in the travel or telecommunications line of business preferred
• Strong leadership, communication, and interpersonal skills
• Excellent problem-solving and decision-making capabilities
• Proficiency in data analysis, reporting, and interpreting performance metrics
• Demonstrated success in implementing process improvements and driving operational best practices
• Customer-focused mindset with a commitment to delivering high-quality service
• Ability to thrive in a fast-paced, results-driven environment