Supervisor Operations, ERM, APAC
BCD Travel
full-time
Posted on:
Location Type: Office
Location: Mumbai • India
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About the role
- Responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing support and coaching whilst ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup
- Actively coach and develop the team to meet and exceed all performance targets
- Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment
- Seek opportunities to review operational processes and the commercial relationship with management team and provide suggestions for improvement
- Develop learning program for closing own short- and long-term competency gaps
- Assist the consultants in appropriately responding and resolving customers inquiries
- Monitor, sort and work on contact and reservation queues to maintain quality control
Requirements
- Demonstrated experience in ERM, marine, offshore, or crew travel operations is required
- Solid working knowledge of the travel industry, policies, procedures and processes
- Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment, while ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup
- Advanced GDS Amadeus skills
- Excellent verbal and written communication skills in English
- Demonstrated excellent professional customer service, coaching, and problem resolution skills
- Strong people management skills
Benefits
- Flexible working hours and work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days so you can rest and recharge
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
GDS AmadeusKPI managementperformance targetsoperational process improvementcustomer inquiry resolution
Soft Skills
coachingpeople managementcommunicationproblem resolutionsupport