Operations Supervisor – Backoffice (In-house/BPO)

Despegar

Supervisor of Operations leading backoffice customer service for Decolar, enhancing travel experiences through technology and teamwork. Focus on performance, quality, and team growth in a hybrid model.

Posted 6/12/2026full-timeAlphaville • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead and inspire a high-performance backoffice customer service operation;
Ensure a positive organizational climate within your team;
Conduct hiring, performance evaluations, Individual Development Plans (IDP), corrective actions, calibration sessions, and terminations;
Develop your team through one-on-one feedback, create action/development plans, design training, and document team performance;
Manage variable compensation, scheduling, vacations, and leaves;
Resolve operational issues and, when necessary, work directly with clients or partners;
Compile historical KPIs and report your area/team results;
Analyze data, identify root causes, and propose and lead improvement actions;
Report deviations in operational metrics to management;
Propose improvements that positively impact internal and external operations;
Ensure compliance with quality monitoring;
Map and manage your operation's processes;
Lead projects focused on productivity, quality, effectiveness, and customer experience;
Build relationships with partner teams and drive projects;
Act as the right-hand to management on operation-related matters.

Requirements

What you’ll need

Experience with the full routine of travel operations (procedures and systems);
Intermediate Office Suite (VLOOKUP, SUMIF, and pivot tables) — skills will be tested;
Comfortable working with data;
Currently completing a university degree (final two years);
Spanish will be considered a plus.
University degree completed;
Experience managing teams;
Experience handling data;
Spanish will be considered a plus.

Benefits

Comp & perks

Medical insurance;
Dental insurance;
Life insurance;
Gympass or Totalpass;
Educational partnerships;
Discounts on Decolar!;
Commuter allowance (transportation voucher);
Flex Card (meal/food vouchers - VR/VA);
Home office allowance;
Childcare assistance.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisperformance evaluationindividual development plansvariable compensation managementprocess mappingproject managementquality monitoringtravel operationsOffice SuiteVLOOKUP

Soft Skills

leadershipteam developmentcommunicationproblem-solvingrelationship buildingorganizational climate managementfeedback deliveryconflict resolutioninspirationcollaboration