Call Center Supervisor - Urban Air

About the Role 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, agent development, and retention. GLT supports multiple brands, and this role will partner with other brand supervisors and leaders to ensure consistent execution within the organization while supporting brand-specific needs and performance goals. Key Responsibilities Team Leadership 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 KPI Ownership 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 Escalation Management Resolve guest escalations in a timely manner Support agents with complex or sensitive customer situations Own resolution of recurring operational issues and elevate systemic risks to the Program Manager Cross-Functional Alignment 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 Process Support Provide feedback on scripts, workflows, and SOPs Identify opportunities to simplify or improve procedures Support implementation of AI tools, pilots, and new-brand launches Requirements Education & Experience 2+ years as a Team Lead or Supervisor Experience in sales-driven contact center environments preferred Strong understanding of call center KPIs Technical Skills Familiarity with Five9, Salesforce, QA tools, or WFM systems Ability to read and interpret dashboards and performance data Soft Skills 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 Commitment to Equal Opportunity Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. ADA Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Unleashed Brands is proud to be an equal-opportunity employer. #J-18808-Ljbffr Unleashed Brands