BPO Shift Manager (Hotel Reservation)

The Shift Manager is responsible for overseeing daily call center operations during assigned shifts to ensure optimal performance and service delivery. This role ensures that key performance indicators (KPIs), including service levels, productivity, and quality standards, are consistently met. The Shift Manager leads and supports frontline teams, manages real-time operations, and serves as the primary escalation point for complex customer concerns.

Qualifications

• Minimum of 2 to 5 years of experience in an operations leadership/supervisory role, preferably within a BPO environment.
• Experience in handling hotel reservation accounts preferred.
• Strong people management, coaching, and decision-making abilities.
• Excellent verbal and written communication skills, with the ability to handle conflict resolution effectively.
• Ability to interpret data, analyze trends, and make data-driven decisions.
• Strong ti...