Supervisor, Customer Experience

About the role

Lead the GTS operations team to deliver strong performance, consistent guest service, employee development, and timely resolution of operational risks in a 24/7 travel environment.

Key responsibilities

• Team Leadership and Development – motivate agents, set expectations, provide coaching, identify knowledge gaps and coordinate with Training, Quality, and Operations.
• Operational Performance – monitor real‑time activity, adherence, queue conditions, and take immediate action to protect service quality.
• Guest, Client, and Escalation Support – manage escalated guest situations with empathy, research solutions, and communicate status updates.
• Process, Systems, and Administration – ensure agents have required system access, report outages, maintain accurate attendance and performance records.

Required profile

• High school diploma or equivalent.
• At least two years of experience in call‑center, customer service, travel, hospitality, airline or cruise environments.
• Minimum one year of formal supervisory or people‑leadership experience.
• Advanced spoken and written English and ability to lead meetings and manage escalations.
• Availability to work rotating schedules, weekends, holidays, early/late shifts and provide on‑call support.

Required skills

• Microsoft Teams
• Outlook
• Excel
• PowerPoint
• Sabre or another Global Distribution System (GDS)