Job Opportunities API

Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards. An effective supervisor will ensure their team is: Meeting individual and team performance goals Respectful to co-workers and demonstrating a high level of integrity Adhering to company policies and procedures Producing accurate and complete work Providing a high level of service to all customers Responsibilities:   Coach, motivate, and manage a team of direct report service agents Monitor calls, call handling statistics, survey scores, 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. 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 Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field At least 3 years’ experience with 1 year experience in supervisory role 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