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Guest Loyalty Team - Supervisor
Guest Loyalty Team 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, 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.
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 escalate 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
Company Description
Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 1,300 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth Metroplex.
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.
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