(VERY URGENT)Operations Supervisors- Travel and Hospitality

Gratitude Inc

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10 hours ago

(VERY URGENT)Operations Supervisors- Travel and Hospitality

1-2 Year(s)

Manila (Pasay City)

Job Description

Key Skills

Operations Supervisor BPO Experience Travel and Hospitality Strong people management skills with the ability to lead, motivate and develop a team compliance and quality assurance processes

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Role Overview

We are seeking an experienced Operations Supervisor to lead and inspire a team of customer service representatives within our Travel & Hospitality program. In this role, you will drive operational excellence, mentor team members, monitor key performance metrics, and ensure outstanding service delivery for our client.

Account: Travel & Hospitality
Work Location: Mall of Asia (MOA) Complex, Pasay City
Work Setup: Onsite
Shift: Shifting Schedule
Target Start Date: August 24 (Immediate Joiners)

Key Responsibilities

Team Leadership & Development: Direct and mentor a team of customer service representatives, providing regular coaching, training, and constructive feedback to foster growth and high engagement.
Performance Management: Monitor and analyze both individual and team operational metrics to spot trends, address skill gaps, and achieve performance targets.
Quality Assurance & Compliance: Implement quality assurance processes to maintain service standards and ensure full compliance with client requirements, contractual obligations, and internal policies.
Workflow Optimization: Collaborate with department heads to streamline processes, improve team workflows, and rollout new operational procedures.
Issue Resolution: Proactively identify and resolve operational bottlenecks, escalating complex matters to senior leadership as needed.

Qualifications & Requirements

Experience: Minimum 1–2 years of experience as an Operations Supervisor in a BPO / Contact Center environment.
People Management: Proven ability to motivate, develop, and lead customer service teams effectively.
Communication Skills: Excellent verbal and written communication skills across all organizational levels.
Technical Skills: Proficient in standard contact center software, operational tools, and performance reporting platforms.
Operational Knowledge: Solid understanding of key contact center metrics (KPIs/SLAs), compliance guidelines, and quality assurance frameworks.
Flexibility: Willingness to work onsite in MOA on a shifting schedule.

Application Questionnaire

Please include the following details when submitting your application:

Educational Attainment:
Total BPO Experience:
Years of Experience as a Supervisor in a BPO:
Current / Last Drawn Base Salary:
Expected Salary:
Availability / Notice Period:

Role

Account Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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