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 strong 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.
- Candidates must have hands-on experience in travel operations/customer service, preferably handling airlines, hotels, reservations, ticketing, cancellations, amendments, or travel-related queries.
- Minimum 1 year of supervisory/team handling experience.
- Strong communication and interpersonal skills.
- Valuable problem-solving and customer-handling skills.
- Ability to manage team performance and meet operational targets.
- Candidates without Travel Process/Travel Industry experience will not be considered.

Education Requirements High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent required.

Physical Requirements

- Ability to work on a computer and speak/type for extended periods.
- Visual acuity to perform activities such as preparing and analyzing data and viewing a computer terminal.
- Consistent attendance is an essential function of the job.

Important Candidate Requirement Travel Experience is mandatory for this position. We are looking for candidates specifically from a Travel/Travel Process background. Candidates without relevant Travel experience should not apply.

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