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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

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

Soft Skills

leadershipteam developmentcommunicationproblem-solvingrelationship buildingorganizational climate managementfeedback deliveryconflict resolutioninspirationcollaboration

Tools & Technologies

Office Suitedata reporting toolsKPI tracking systemsperformance management systemscustomer service platformsscheduling softwaretraining management systemsdata visualization toolsproject management softwarecompliance monitoring tools

Industry Keywords

customer servicebackoffice operationsteam managementoperational metricscontinuous improvementcompliancedata handlingSpanish languagetravel industryperformance metrics

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.