As a Site Operations Supervisor, I was responsible for overseeing the overall operations of the site and monitoring team performance to ensure service quality. I coordinated closely with the airline headquarters and relevant support teams to align processes and resolve issues effectively. Part of my role included preparing and presenting weekly business reviews to clients, highlighting performance results, trends, and improvement plans. I also managed escalations, supported agents in resolving complex cases, and ensured operational efficiency by tracking KPIs and maintaining smooth workflow across the site.