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

• Experience: t least 5+ years of experience in a leadership or supervisory role within the BPO industry.
• Experience in hotel reservations is an advantage but not required.
• Leadership Skills: Strong people management, coaching, and decision-making abilities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to handle conflict resolution effectively.
• Analytical Skills: Ability to in...

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