Service Specialist Supervisor

• Lead and motivate a team of service agents to meet individual and team goals.
• Monitor call handling, survey scores, quality assurance, and agent productivity.
• Manage attendance, absence, and attrition according to company policies.
• Complete administrative tasks and maintain records within set deadlines.
• Identify and address performance issues, including using improvement plans.
• Conduct team meetings and maintain communication with management and other departments.
• Provide coaching and training to support continuous learning and improvement.
• Maintain full knowledge of products, policies, procedures, and technology.
• Take calls when needed to maintain skills or support high call volumes.

• Bachelor's degree in Business Administration, Management, Hospitality, Communications, or related field.
• At least 3 years of experience, including 1 year in a supervisory role.
• Strong skills in coaching and team building.
• Ability to prioritise tasks and work well in a fast-paced, growing environment.
• Excellent verbal and written English communication skills.
• Proficiency in Microsoft Office and strong computer skills.
• Call centre experience in the travel industry is preferred.

Apply through the employer's official contact with your application before the closing date, which the employer has not published.