Support Centre Specialist

Job Title: Call Centre Operations Supervisor

About the Role

We are seeking an experienced, hands-on supervisor to lead our day-to-day call centre operations and airport desk services. In this role, you will manage customer booking channels, take ownership of key performance indicators, and ensure seamless passenger pickup and premium meet-and-greet services at JKIA. You will coordinate shift leaders and agents, resolve escalations, and work closely with the Operations Manager and driver teams to optimize dispatch and customer satisfaction.

Key Responsibilities

• Run day-to-day call centre operations – manage all customer bookings originating from the mobile application, web portal, phone lines, and email.
• Take full ownership of key performance indicators – including call answer rates, response times, ticketing accuracy, and overall customer satisfaction (CSAT).
• Oversee JKIA airport desk operations – guarantee punctual, smooth, and well-coordinated passenger pickups and premium meet-and-greet services.
• Supervise and coordinate shift leaders and frontline agents – foster a culture of accountability, high performance, and continuous improvement.
• Manage ticketing and customer escalation processes – resolve complex service issues swiftly while implementing measures to prevent recurrence.
• Maintain strict data integrity within dispatch systems – ensure all customer bookings are logged accurately and dispatched to drivers correctly.
• Partner closely with the Operations Manager and driver teams – dynamically match customer demand with fleet availability and optimize dispatch routing.

Qualifications & Requirements

• 4–5 years of progressive experience within a call centre, customer service, or fast-paced operations environment.
• Proven supervisory experience – demonstrated ability to directly supervise, coach, or coordinate a front-line, customer-facing team.
• Industry background (heavily advantaged) – direct experience in transport, logistics, aviation, hospitality, or a similarly demanding service environment.
• Comfortable with service metrics – experience with performance reporting, digital dispatch software, and data-driven decision-making.
• Zoho systems experience (distinct plus) – direct use of Zoho tools is highly valued.
• Exceptional planning and rostering skills – ability to structure front-line workflows and hold staff to exceptionally high service standards.
• Calm, confident, customer-obsessed demeanor – handles high-volume shifts and unexpected service disruptions with composure.
• Strong analytical skills – diagnose dispatch bottlenecks, address customer grievances, and streamline operational efficiency.