Role Overview
Were looking for a Supervisor to lead a team of agents supporting one of our Greatest Client . As a Supervisor, youll ensure your team delivers exceptional service through every interaction, while meeting performance goals and embodying the hospitality spirit that defines us.
Key Responsibilities
Lead, motivate, and supervise a team of customer service agents.
Monitor KPIs (CSAT, SLA, AHT, Quality) and ensure performance targets are met.
Provide coaching, feedback, and development sessions to agents.
Manage escalations and resolve guest issues in a professional, empathetic manner.
Collaborate with QA, Training, and Workforce teams to drive results.
Prepare performance reports and identify trends for continuous improvement.
Support new hire integration and team engagement initiatives.
Ideal Candidate Profile
At least 2 years of BPO/contact center experience.
1+ year in a leadership role (Supervisor, Team Lead, SME, or Coach).
Strong communication, leadership, and conflict-resolution skills.
Experience in hospitality, travel, or customer service premium accounts is a plus.
Proficient in MS Excel and reporting tools.
English: intermediate to advanced level.
Why Join Us?
Be part of a flagship hospitality account with global recognition.
Work in a supportive, growth-oriented environment at Allied Global.
Opportunities for career progression and leadership development.