Supervisor, Operations

Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!

Supervisor, Operations

Full time, Colombo, Sri Lanka

In this role, you will be responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing assistance, and coaching. As the Operations Supervisor you will also be the primary point of contact for the team members and actively coach and develop the team to meet and exceed all performance targets. 

As a Supervisor Operations, you will 

• Improve service delivery by designing and implementing efficient processes that reduce turnaround times and support continuous improvement
• Ensure all customer interactions exceed global quality standards by regularly monitoring calls, chats, and emails, and providing constructive feedback
• Lead and develop a high-performing team by offering coaching, career growth opportunities, and regular performance reviews
• Prepare detailed reports and analyze operational data to identify trends, improve efficiency, and guide strategic decisions
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent team performance
• Use technology to enhance service quality, gain insights, and introduce innovative solutions for better workflows
• Handle customer escalations effectively and implement solutions that prevent recurring issues while maintaining a strong brand image

About you 

• Minimum of 7+ experience in contact center management in driving improvements & efficiencies and customer satisfaction.
• Extensive experience in designing and managing quality monitoring frameworks and delivering impactful coaching
• Passionate about mentoring teams and creating clear, motivating career development paths
• Proficient in using contact center technologies for reporting, real-time monitoring, and workforce optimization
• Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all levels
• Skilled in Microsoft Excel for advanced data analysis, PowerPoint for presentations, and Word for professional reporting

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• Opportunities to grow your skillset and career
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com

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