Position: Contact Center Supervisor
Location: Remote, United States
We are seeking a dedicated and experienced Operational Contact Center Supervisor to join our team. In this key leadership role, you will be responsible for fostering a positive and productive work environment while supporting frontline agents through challenging calls and situations. You will play a vital role in promoting a culture of continuous learning, growth, and skill development, ensuring that team members are empowered to reach their full potential. The ideal candidate will also be skilled in creating and managing team schedules and monitoring attendance to maintain consistent coverage and performance. Your ability to lead with empathy, provide real-time guidance, and maintain operational excellence will be essential to driving both employee satisfaction and outstanding customer experiences.
Role Responsibilities:
- Supervise and lead a team of CSAs (Customer Service Associates) to deliver exceptional experiences while meeting performance and productivity targets
- Plan, organize, prioritize and staff the daily work activities of the Contact Center, adjusting as needed throughout the day
- Maintain and update CSA schedules in a timely manner to ensure accuracy and coverage
- Provide regular performance feedback to CSAs, including identifying opportunities for improvement, individual growth and development
- Drive growth and development of CSAs by providing coaching, goals, and consistent feedback to work towards increasing CSAs skill levels
- Ensure performance goals are met by driving productivity and improving CSAs skills
- Lead, motivate and inspire CSAs to succeed
- Prioritize and manage completion of daily tasks, including task assignments and timely responses to inquiries
- Conduct and document timely performance evaluations, develop coaching and performance plans as needed
- Keep up to date documentation of conversations regarding coaching and behavioral concerns
- Support CSAs in managing escalated customer concerns, ensuring appropriate resolution, documentation, and follow-through
- Act as an escalation point for CSAs managing challenging or sensitive customer situations
- Ensure bookings and issues requiring follow-up are entered into the appropriate channel or tracker for timely resolution and ownership
- Oversee the processing of complex transactions such as changes, reissues, cancellations, and refunds in Sabre, ensuring compliance with company and supplier policies
- Provide consistent, regular and up-to-date communication with CSAs
- regarding procedures, policies, company updates, etc.
- Escalate CSAs and customer feedback through appropriate channels
- Collaborate and effectively communicate with fellow Supervisors and Managers regarding Contact Center needs and issues
- Work closely with the Training Team to support feedback and coaching of CSAs to stay aligned when assessing customer contacts
- Monitor agent activity for procedural and PCI compliance and audit critical financial processes (e.g., refunds, exchanges) to ensure policy alignment
- Provide weekend or after-hours supervisory coverage as needed
- Additional duties as needed
- Ability to utilize existing and future Call Center IVR system (currently AWSConnect), to conduct workforce management and reporting functions
Requirements:
- Minimum 1 year supervisory experience
- Minimum 2 years customer service/contact center experience
- Proficiency in Microsoft Word and Excel
- Proficiency with Sabre GDS (or similar tools) and familiarity with reissues, refunds, exchanges, and queue management
- Proficiency with Call Center IVR systems and familiarity with workforce management GDS
- Excellent command of the English language (verbal and written)
- Strong interpersonal and customer service skills
- Proficient in problem solving skills
- Passion for delivering exceptional customer experiences and achieving high CSAT outcomes
- Ability to travel within the US and internationally if needed
- Travel Industry, Travel Agency or online Travel Agency experience
- Willingness to travel globally for up to 30 days once per year
Switchfly Core Values to consider for this position:
Customer Obsession: Commitment to customers isn’t optional; it’s part of our DNA. Because we never forget that without customers we wouldn’t exist, we innovate on their behalf, treating them as we’d like to be treated. There is no greater reward than a successful, happy, thriving team committed to delivering a ‘Wow.’
Bold and Fearless Innovation: Professional success requires thinking big and dreaming big, with generous helpings of courage and curiosity. Nimble and forward-thinking, we’re building the future by challenging ourselves and demanding daily improvements. As we relentlessly push boundaries, everything becomes possible.
At Switchfly, we don’t just accept the difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are a proud to be an equal opportunity workplace. Unfortunately, at this time we cannot support any visa candidates.
Switchfly offers a competitive base pay, 401k with match, a full suite of health benefits with an average of 87%* of premiums covered by Switchfly! We offer a flexible work environment and work-life balance with unlimited paid time off. Switchfly closes down the office Christmas Eve to New Years to make sure employees spend time with family and friends or doing what they love most! For those local to Denver, we also reimburse parking, provide catered lunches on Tuesdays.
*Premium coverage will vary depending on chosen plan
Department
Ops Mgmt CORE Gbl Spt Srvs
Employment Type
FTE
Minimum Experience
Entry-level
Compensation
$50,000–$60,000 per year
