Dedicated Supervisor

  • Agent24, Inc.
  • Remote, OR 97458, USA
  • Mar 25, 2019
Full time Call Center Management

Job Description


Assist and support the frontline dedicated account agents with questions related to client specific policies, standards in building a PNR, in-house systems and technical tools.  This position will also assist with coaching, monitoring, serve as an escalation point for the frontline agent when needed, and take calls as directed by supervisor or management.

Successful candidate will:

  • Assist frontline agents on a real time basis with questions related to client specific policies, standards in building PNR, questions related to the use of ULR, Avaya and other technical tools
  • Monitor ticketing queues and QC reject queues and ensure that proper corrections are made and tickets issued
  • Process declined credit cards/calling emergency contacts/vendors etc to ensure that tickets are issued
  • Be responsible for understanding and making the team understand all industry rules and regulations, tariffs and accurately applying this information when pricing and ticketing
  • Hold for vendors on busy nights to ensure agents can continue to take calls and reduce ASA (Average Speed of Answer)
  • Maintain high performance and a positive attitude by providing prompt and professional responses to agents’ queries and questions
  • May serve as backup to other areas as needed
  • Take calls as directed by supervisor or management
  • Perform other duties as deemed necessary by management

Two years minimum experience required working for agent24 or TravelHelpline.  Must be efficient on Sabre. Must have working knowledge of MS office products. Please note all candidates must:

  • Not be on a written or final written warning
  • Be detail oriented
  • Have excellent communication skills
  • Have low errors if working as an agent today
  • Have the ability to read and interpret fare rules to ensure accuracy
  • Have the ability to work in a fast-paced environment
  • Feel confident with navigating the A24/Helpline A247 profiles
  • Willing to work 40 hours per week
  • Be able to assist with scripting issues
  • Use the shift swap process at a minimum
  • Have a can-do attitude at all times

GDS Required


Manage Others?