About this role
Lead and manage a team of at least 10 travel agents or support executives Oversee daily operations in a contact center setting, ensuring SLAs and KPIs are consistently met Drive process excellence across Refunds, Ticketing, Exchanges, and Email Servicing workflows Monitor performance, provide regular coaching, and foster a culture of continuous improvement Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery Handle escalations with a solution-oriented approach Prepare performance reports and share insights with leadership