Service Specialist Supervisor

Service Specialist Supervisor is responsible for leading and motivating a high-performing customer service team in a call center environment, ensuring service quality, productivity, and adherence to company standards. An effective supervisor will ensure their team is: - Meeting individual and team performance goals - Respectful to co-workers and demonstrating a high level of integrity - Adhering to company policies and procedures - Producing accurate and complete work - Providing a high level of service to all customers Responsibilities: - Coach, motivate, and manage a team of direct report service agents - Monitor calls, call handling statistics, survey scores, QA, and agent productivity - Effectively manage attendance, absence, and attrition in line with company policies and protocols - Complete all administrative tasks and recordkeeping within established timelines - Identify and address performance issues, including the use of performance improvement plans when appropriate - Conduct team huddles - Establish and maintain appropriate communication with management, peers, colleagues, and other departments - Provide coaching and training to support a learning environment and continuous improvement - Maintain subject matter expertise for the brand. Complete knowledge of product, policies and procedures, and technology - Take calls as assigned to maintain skills or support during periods of high call volume Requirements - Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field - At least 3 years’ experience with 1 year experience in supervisory role - Strong coaching and team-building skills - Ability to prioritize tasks and work effectively in a fast-paced, high-growth environment - Excellent verbal and written communication skills in English - Strong computer skills, including proficiency in Microsoft Office - Call center experience within the travel industry is preferred