This Service Specialist Supervisor role involves coaching, motivating, and managing a team of direct report service agents to maintain high operational standards. The supervisor is responsible for monitoring agent productivity, quality assurance, and ensuring continuous improvement within the team, while adhering to company administrative protocols.
Responsibilities
- Coach, motivate, and manage a team of direct report service agents.
- Monitor calls, call handling statistics, survey scores, Quality Assurance (QA), and agent productivity.
- Effectively manage attendance, absence, and attrition in line with company policies and protocols.
- Complete all administrative tasks and recordkeeping within established timelines.
- Identify and address performance issues, including the use of performance improvement plans when appropriate.
- Conduct team huddles.
- Establish and maintain appropriate communication with management, peers, colleagues, and other departments.
- Provide coaching and training to support a learning environment and continuous improvement.
- Maintain subject matter expertise for the brand, including complete knowledge of product, policies and procedures, and technology.
- Take calls as assigned to maintain skills or support during periods of high call volume.
Requirements
Education and Experience:
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field.
- At least 3 years’ overall work experience.
- At least 1 year experience in a supervisory role.
Skills and Competencies:
- Strong coaching and team-building skills.
- Ability to prioritize tasks and work effectively in a fast-paced, high-growth environment.
- Excellent verbal and written communication skills in English.
- Strong computer skills, including proficiency in Microsoft Office.
- Call center experience within the travel industry is preferred.
