Customer Service Supervisor

Job Description

• Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role.
• BPO background; OTA exposure is a plus.
• Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets and working with 24-hour operations.
• Project management; able to handle multiple concurrent initiatives independently.
• Improve overall service quality and performance of the Contact Center, ensuring services delivered by agents, team leaders, and supervisors meet the Client’s Service Standards.

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.