Job Descriptions :

Supervise and support a team of agents responsible for: Handling multiple live chats from retail agents regarding their travel reservations. Managing email, chat, and voice communications with suppliers. Processing and confirming clients' travel booking itineraries with high accuracy. Ensure team members follow detailed instructions and adhere to established operational guidelines. Monitor and maintain service quality to meet or exceed team KPIs and SLAs. Provide coaching, mentoring, and performance feedback to team members. Identify workflow issues or system limitations and escalate them promptly to relevant stakeholders. Collaborate with other departments to ensure smooth handling of operational processes and client satisfaction. Generate periodic reports on team performance, productivity, and incident management.