Supervisor Flight Team (Call Center)

Supervisor Flight Team (Call Center)

1-4 years
Not Specified

Job Description

Responsible for monitoring Flight agents in terms of quality and quantity to meet operational requirements from Clients
Handling escalation cases from customers to ensure due process is adhered properly with highest customer service-oriented mindset.
Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence.
Taking full credits to train/retrain Flight agents to sustain service quality and quantity at par level.
Following and making sure all team members are actively involved activities Service Improvement and Motivation Program.
Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc.
Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.
Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others.
Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments.
Carry out all the above activities in accordance KPI set by Client.
Doing the responsibility and authority in accordance with the business processes defined by transcosmos Client.
Voluntarily taking inbound calls to support operation, when needed.
Minimum of 1-year experience level Senior Team Lead/Supervisor
Experience in flight ticket
Have knowledge and experience in airlines system (Sabre/Vietjet/Bamboo) or GDS (Amadeus/Galileo/Sabre Red)
  • Experience in Contact Center or OTA exposure is a plus
  • Strong personality and leadership
  • Project management experience, able to work independently on multiple concurrent initiatives.
  • Demonstrated problem-solving skills, strategic and analytical capabilities.
  • Result-oriented, problem solver, analytical skill, and customer-focused.
  • Excellent command of spoken and written English and Vietnamese.
  • Disciplined and high motivated to motivate and encourage team for improvement

Job Details

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About Persolkelly

PERSOLKELLY is a joint venture established in 2016 between PERSOL HOLDINGS (previously Temp Holdings) and Kelly Services to cater to the rising workforce employment needs of the emerging Asia Pacific market. We are one of the largest workforce solutions providers in the region, spanning over 45 offices across 13 markets including Australia, China, Hong Kong, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand and Vietnam.

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