Supervisor Operations Travel Process

Job Summary Oversee call center staff supporting travel-related customer service operations. Responsible for assigning tasks, motivating and coaching employees, managing performance, and ensuring delivery of high-quality customer service within the travel process.

Responsibilities
- Supervise and manage call center representatives handling travel-related customer queries, bookings, cancellations, amendments, refunds, and complaints.
- Ensure agents understand and comply with all call center objectives, performance standards, policies, and travel process requirements.
- Monitor and evaluate agent performance, providing regular coaching, feedback, and learning opportunities.
- Ensure effective handling of customer queries related to airlines, hotels, reservations, travel itineraries, cancellations, and other travel services.
- Drive continuous improvement through trend analysis, reporting, and metrics management.
- Identify and implement process improvements to enhance customer experience, productivity, and operational efficiency.




- Identify creative ways to reduce costs by streamlining processes and eliminating non-value-added activities.
- Demonstrate a robust commitment to customer service by resolving travel-related issues quickly and effectively.
- Handle escalations and complex customer situations in coordination with the reporting manager.
- Share best practices and operational knowledge with other iQor facilities.
- Ensure 100% adherence to company policies and procedures, including Security, Health, Safety, Quality, and customer-specific requirements.
- Maintain discretion and confidentiality regarding systems, customer data, and proprietary information.
- Understand and support the strategic direction of the travel business and call center operations.
- Perform other duties as assigned.

Skills Requirements
- Minimum 3 years of experience in a Travel/Travel Process within a BPO/Call Center environment is mandatory.
- Ca

📌 Team Leaders/Supervisor | Travel Experience Only (Noida)
🏢 Iqor
📍 Noida