Supervisor Customer Service (Travel App) - Office Hours - Up To 30M - Career Development

University graduated. Excellent command of spoken and written English and Vietnamese Manage the Inbound team (Team Leaders, agents) across people, operations, and quality. Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching. Identify skill gaps and drive prevention/improvement plans. Monitor quality and productivity to meet client

requirements:. Handle customer & client escalations; ensure lessons learned and no re-occurrence. Train/retrain Flight agents to sustain service levels. Drive Service Improvement & Motivation programs. Provide performance reports & analysis Make decisions on special complaints (e.g., overdue per SLA, bulk cases). Develop self and team (training, briefings, continuous updates). Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed. Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role. BPO background; OTA exposure is a plus. Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets and working with 24-hour operations Project management; able to handle multiple concurrent initiatives independently. Improve overall service quality and performance of the Contact Center, ensuring services delivered by agents, team leaders, and supervisors meet the Client’s Service Standards Nice to have: Disciplined, highly motivated, and able to motivate/encourage the team. Data-driven mindset; critical thinking. Reporting & presentation skills.