Guest Loyalty Team - Supervisor

Unleashed Brands•Bedford, TX

13d

About The Position

Brand Supervisors lead day-to-day operations for Urban Air within the Guest Loyalty Team contact center. Supervisors manage Team Leads and agents, ensuring performance targets are met across conversion, quality, service levels, and agent development, and retention. GLT supports multiple brands, and this role will partner with other brand supervisors and leaders to ensures consistent execution within the organization while supporting brand-specific needs and performance goals.

Requirements

2+ years as a Team Lead or Supervisor
Experience in sales-driven contact center environments preferred
Strong understanding of call center KPIs
Familiarity with Five9, Salesforce, QA tools, or WFM systems
Ability to read and interpret dashboards and performance data
Strong coaching and communication skills
Ability to manage competing priorities across multiple workflows
Confident decision-maker with good judgment
Comfortable in high-volume, fast-paced environments

Responsibilities

Directly manage and develop Team Leads, including performance evaluations, coaching plans, and corrective actions
Conduct coaching sessions and performance check-ins
Oversee new hire nesting and reinforcement coaching
Drive daily performance in conversion, QA, SLAs, AHT, and adherence
Monitor dashboards and partner with WFM to address real-time risks
Execute targeted action plans for underperforming agents or processes
Accountable for daily performance results across assigned teams
Resolve guest escalations in a timely manner
Support agents with complex or sensitive customer situations
Own resolution of recurring operational issues and escalate systemic risks to the Program Manager
Provide QA and Training with performance trends and skill gaps
Support promotions, seasonal volume surges, and routing/IVR changes
Ensure brand standards and processes are followed consistently
Provide feedback on scripts, workflows, and SOPs
Identify opportunities to simplify or improve procedures
Support implementation of AI tools, pilots, and new-brand launches