Agent Support Senior Supervisor

Is This You?

• Bachelor's degree from a reputable university
• Professional English proficiency (minimum CEFR C1) with excellent verbal and written communication skills, including the ability to interpret and communicate complex instructions accurately.
• Proven leadership experience managing teams of minimum 5–10 or more members, with a demonstrated ability to coach, develop talent, drive performance, and lead operational initiatives.
• Customer-centric mindset with experience in customer-facing roles and a strong commitment to delivering exceptional service.
• Professional and confident communicator with excellent stakeholder management and relationship-building skills.
• Proficient in Microsoft Office, particularly Excel (intermediate level), Word, and PowerPoint, with strong analytical and reporting capabilities.
• Experience in the travel industry, particularly working with Global Distribution Systems (GDS), is highly preferred.
• Willing to work on a flexible roster, including shifts required to support a 24/7 operation.

Key Responsibilities?

• Lead, coach, and develop a high-performing operations team by fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee the day-to-day operations of the team, ensuring efficient service delivery and the achievement of business, operational, and client KPIs.
• Manage daily communications with clients' regarding operational matters such as:reservation inquiries, booking modifications, escalations, and travel-related concerns, ensuring timely, accurate, and professional resolution.
• Review, process, and monitor travel booking itineraries to ensure accuracy, completeness, and compliance with client requirements, company policies, and supplier guidelines.
• Build and maintain strong relationships with clients and key stakeholders through regular communication, proactive issue resolution, and effective stakeholder management.
• Provide coaching and operational guidance to team members on complex reservations, customer service excellence, operational procedures, and best practices.
• Monitor individual and team performance against established KPIs, SLAs, and quality standards, providing regular feedback, coaching, and performance improvement plans where required.
• Ensure all booking transactions, documentation, and operational processes comply with company policies, client guidelines,
• Analyze operational performance, identify trends and process improvement opportunities, and implement initiatives to enhance productivity, service quality, and customer experience.
• Prepare and present operational reports, performance metrics, and business insights to support decision-making and continuous operational excellence.