Agent Support Sr. Supervisor

Job description

Do you have strong leadership skills and excellent English communication abilities? We're looking for an Agent Support Senior Supervisor Manager to lead a high-performing team supporting our clients' retail operations. In this role, you will oversee a team of several team functions who work closely with clients' retail agents and communicate with suppliers through phone calls and emails. You will drive team performance, ensure compliance with client guidelines and operational standards, provide coaching and mentoring to your team, and foster a culture of continuous improvement. As this is a client-facing role in a global environment, exceptional spoken and written English skills are essential to communicate effectively and build strong stakeholder relationships. ### 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.