Supervisor, Customer Experience

Purpose of the Role:
Lead the GTS operations team to deliver strong performance, consistent guest service, employee development, and timely resolution of operational risks in a 24/7 travel environment. 

What GTS Does: GTS provides sales and service support for Royal Caribbean, Celebrity Cruises, and Silversea. The team sells and services flights, provides air, hotel, and ground transportation solutions, and assists guests during travel disruptions. Our goal is to deliver a smooth travel experience and protect the guest’s vacation.

Core Responsibilities
Team Leadership and Development
• Lead and motivate agents while setting clear expectations and maintaining accountability.
• Monitor performance and provide regular coaching, feedback, and action plans.
• Identify knowledge gaps and coordinate support with Training, Quality, Team Leads, and Operations.
• Communicate business updates, policies, goals, and performance expectations.
• Maintain a positive, professional, English-speaking environment.

Operational Performance
• Review team results, identify performance gaps, and implement KPI action plans.
• Monitor real-time activity, adherence, AUX usage, queue conditions, and agent availability.
• Take immediate action when performance or service is at risk.
• Coordinate schedules, coverage, coaching, meetings, and training without affecting service.
• Support the queue when needed and ensure assigned work is completed accurately and on time.
• Drive sales, service, quality, efficiency, attendance, and guest satisfaction results based on the assigned line of business.

Guest, Client, and Escalation Support
• Manage escalated guest situations with empathy, sound judgment, and urgency.
• Research solutions and follow open cases through resolution.
• Escalate operational, financial, system, compliance, and client risks promptly.
• Provide clear status updates, findings, and recommended actions.
• Attend calibrations and operational or client meetings prepared to discuss results and action plans.

Process, Systems, and Administration
• Ensure agents have access to the systems and tools required to perform their work.
• Report outages and access issues promptly and follow them through resolution.
• Maintain accurate attendance, payroll, scheduling, coaching, disciplinary, exception, and performance records.

Required Qualifications
• High school diploma or equivalent.
• At least two years of call center, customer service, travel, hospitality, airline, cruise, or similar experience.
• At least one year of formal supervisory or people-leadership experience.
• Preferred knowledge of labor legislation, employment regulations, and HR processes.
• Experience with coaching, performance management, attendance, and team accountability.
• Advanced spoken and written English.
• Ability to lead meetings, coach employees, manage escalations, and communicate with internal and external stakeholders.
• Experience analyzing performance data, identifying root causes, and implementing action plans.
• Availability to work rotating schedules, weekends, holidays, and early or late shifts.
• Availability to provide on-call support when operationally required.
• Strong Microsoft Teams, Outlook, Excel, and PowerPoint skills.
• Ability to learn GTS products, processes, and operational systems quickly.
• Strong computer proficiency skills

Preferred Qualifications

• Experience in travel operations, airlines, hospitality, cruises, or disruption management.
• Experience with Sabre or another Global Distribution System.
• Experience leading sales and service teams.
• Experience managing conversion, revenue, service, or quality goals.
• Experience presenting results and action plans to clients or senior leaders.
• Experience supporting multiple lines of business, sites, or remote teams.
• Training in coaching, leadership, project management, continuous improvement, or data analysis.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.