Operations Supervisor

DASH BPO; Randburg; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A dynamic operations supervisor is needed for a fast-paced hotel reservations contact center in Randburg. The successful candidate will lead a team of inbound sales agents, focusing on driving sales performance and maintaining customer satisfaction, while managing operations and coaching staff. Applicants should have call center supervisory experience and strong leadership skills.

Qualifications

• 1 year of experience in a call center supervisory role, preferably in hospitality or travel.
• Proven track record in customer service performance management.
• Willingness to work flexible hours including weekends and public holidays.

Responsibilities

• Lead and motivate a team of inbound Customer Service Agents handling hotel reservation queries.
• Monitor daily operations and ensure KPIs such as conversion rate and service level.
• Handle escalated customer issues and resolve them effectively.

Skills

Leadership skills

Customer service

Problem-solving

Conflict resolution

Interpersonal skills

Tools

MS Office

Job description

Role Purpose:

We are looking for an experienced and dynamic Operations Supervisor to lead a team of inbound sales agents in a fast-paced hotel reservations contact center. Your focus will be on driving sales performance, ensuring service excellence, and maintaining high levels of customer satisfaction within the hospitality environment.

Key Responsibilities:

· Lead and motivate a team of inbound Customer Service Agents handling hotel reservation queries and bookings

· Monitor daily operations and ensure KPIs such as conversion rate, AHT, Service Level, Quality, ACW ETC.

· Coach agents on soft selling techniques, Cross Selling & Objection Handling

· Conduct regular Call Monitors and provide feedback for continuous improvement

· Manage schedule adherence and workforce attendance

· Handle escalated customer issues and resolve them effectively

· Collaborate with QA, Training, and Workforce Management to drive team success

· Prepare and present performance reports and action plans to senior leadership.

· Ensure disciplinary requirements are met and are timorously reviewed.

· Provide regular feedback to our client based on operational requirements.

Requirements

· 1 year experience in a call center supervisory role, preferably in hospitality or travel

· Provide track record in customer service performance management

· Strong interpersonal and leadership skills

· Proficiency in MS Office (Excel, Word, PowerPoint)

· Willingness to work flexible hours including weekends and public holidays

· The ability to lead with empathy, drive performance, and build team morale

· Excellent problem-solving and conflict resolution skills

· Understanding of progressive discipline and disciplinary processes