Night Shift

The Chat Team Supervisor is responsible for leading and developing a high-performing team of chat agents who deliver exceptional guest service and support booking opportunities through digital interactions. This role focuses on coaching, mentoring, and performance management to ensure guests receive a seamless, professional, and brand-aligned experience. The Supervisor primarily serves as a leader and mentor, with limited direct chat handling except in peak or escalated situations.

DUTIES AND RESPONSIBILITIES:
- Coach and mentor chat agents to deliver exceptional guest service and support booking opportunities.
- Conduct regular one-on-one meetings, performance evaluations, and development planning sessions.
- Monitor chat quality, tone, accuracy, and brand alignment, providing structured feedback.
- Review performance metrics including response time, productivity, quality, and guest satisfaction.
- Oversee staffing levels and collaborate with Workforce Manag...