Supervisor Operations Travel Process

Job Summary Oversee call center staff supporting travel-related customer service operations. Responsible for assigning tasks, inspiring 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 setting is mandatory.
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📌 Team Leaders/supervisor Travel Experience Only Noida
🏢 Iqor
📍 Noida