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

Job Description

We are seeking an experienced professional with:

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

Job Requirement

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

Nice to have:

• Disciplined, highly motivated, and able to motivate/encourage the team.
• Data-driven mindset; critical thinking.
• Reporting & presentation skills.