Customer Service Supervisor – Reservations Call Center

Job Description
Location: GEO CTO Reservations Call Center
Reports: To Director of Customer Experience

Job Summary
The Customer Service Supervisor – Reservations is responsible for overseeing the daily operations of the reservations call center. This role ensures that passenger bookings, ticketing transactions, and customer inquiries are handled efficiently, accurately, and in accordance with company policies. The Supervisor provides leadership and operational support to Reservations Agents, monitors service quality and productivity, and manages escalated customer issues to ensure a high level of customer satisfaction. The role may also support administrative and operational tasks related to office management and departmental coordination when required.

Key Responsibilities
Team Leadership and Supervision

1. Supervise the daily operations of the reservations call center and ensure adequate staffing coverage across service channels.
2. Assign tasks and manage agent responsibilities to maintain service levels and response times.
3. Monitor staff attendance, productivity, and adherence to schedules.
4. Provide coaching, mentoring, and performance feedback to Reservations Agents.
5. Address and resolve interpersonal conflicts within the team.
6. Assist management with disciplinary actions and performance improvement initiatives.
7. The role is accountable for ensuring the reservations team meets service quality standards and Key

Performance Indicators established by the Customer Experience Department.
Reservations and Ticketing Oversight

1. Ensure bookings, ticketing transactions, exchanges, refunds, and fare recalculations are processed accurately.
2. Monitor the quality and accuracy of reservations made by agents.
3. Provide guidance to agents on complex booking scenarios and fare rules.
4. Ensure proper documentation of reservations and customer interactions.

Customer Service and Escalations

1. Handle escalated customer complaints or complex service issues.
2. Ensure customer inquiries are handled professionally and resolved in a timely manner.
3. Work closely with the Customer Care department to resolve passenger concerns.
4. Maintain a high level of customer satisfaction through effective service recovery.

Operational Support

1. Provide operational coverage for Reservations and Customer Service during staff absences or high-volume periods.
2. Coordinate with Airport Operations, Accounting, Operations and other departments regarding schedule changes and booking discrepancies.
3. Assist in managing passenger re-accommodation during delays, cancellations, or irregular operations.

Reporting and Financial Oversight

1. Review and prepare daily sales reports generated by the reservations team.
2. Assist with monthly sales reconciliations and reporting.
3. Work with the Accounts Department to verify transactions and address discrepancies.
4. Ensure proper documentation and compliance with company financial procedure

Travel Agent and Client Relations

1. Manage inquiries and concerns from travel agents, corporate clients, and passengers.
2. Provide support to agents regarding travel agency bookings and ticketing issues.
3. Maintain strong relationships with travel partners and ensure professional service standards.

Recruitment and Training

1. Assist with recruitment by screening applicants and participating in interviews.
2. Conduct onboarding and internal training for new Reservations Agents.
3. Ensure agents are trained on reservation systems, company policies, and service standards.
4. Support ongoing training and development initiatives.

Administrative and Operational Support

1. Coordinate procurement of office supplies and operational materials for the reservations department.
2. Assist with administrative tasks related to office operations when required.
3. Liaise with the Accounts Department regarding expenses, bill payments, and departmental purchases.
4. Assist with payroll-related documentation or staff administrative matters where applicable.
5. Support logistical coordination such as distribution of documents, equipment, or internal packages for staff.
6. Perform additional duties or operational tasks as required by management to support the overall functioning of the department.

Qualifications and Experience

1. Minimum 4–5 years experience in airline reservations, ticketing, or customer service.
2. Previous supervisory or leadership experience preferred.
3. Strong knowledge of airline reservation systems and ticketing procedures.
4. Experience working in a call center or reservations environment.
5. Proficiency in Microsoft Office and airline reservation systems.

Key Skills and Competencies

1. Leadership and team management
2. Customer service excellence
3. Conflict resolution and problem solving
4. Strong communication and interpersonal skills
5. Attention to detail and accuracy
6. Ability to work in a fast-paced operational environment
7.  Analytical and reporting skills
8. Work is performed in a call center and office environment.
9. May be required to work outside normal working hours based on operational needs.
10. Deadline-oriented and fast-paced operational environment.

To apply send your resume (CV) as a single PDF document and a single one page cover letter introducing yourself to HR@interCaribbean.com. Do not send any other attachments.  In the subject line please write only Application Customer Service Supervisor GEO