OPERATIONS SUPERVISOR – TRAVEL AND HOSPITALITY

Job Title: OPERATIONS SUPERVISOR – TRAVEL AND HOSPITALITY

Work Location: MOA, Pasay City
Work Setup: Onsite
Work Schedule: Graveyard Shift
Salary: Negotiable
Start Date: August 31

We are looking for an experienced Operations Supervisor to lead a team within a Travel and Hospitality account. The ideal candidate will have strong contact center leadership experience, excellent people management skills, and the ability to drive team performance and operational excellence.

KEY RESPONSIBILITIES

• Manage and supervise a team of Customer Service Representatives.

• Provide coaching, training, and regular performance feedback to support team development.

• Monitor and analyze team and individual performance metrics to identify areas for improvement.

• Implement effective quality assurance processes and provide feedback to improve performance.

• Collaborate with department heads to optimize workflows and support the implementation of new policies and procedures.

• Foster a positive and motivating work environment that promotes employee engagement and retention.

• Identify and address operational issues and escalate concerns to senior management when necessary.

• Ensure compliance with client requirements, contractual obligations, and internal policies.

• Drive continuous improvement initiatives to enhance team performance and operational efficiency.

QUALIFICATIONS

• Minimum of 1–2 years of experience in a contact center operations supervisory role.

• Strong people management skills with the ability to lead, motivate, and develop a team.

• Excellent verbal and written communication skills.

• Strong problem-solving skills, attention to detail, and a continuous improvement mindset.

• Proficiency in using contact center software and reporting tools.

• Strong understanding of contact center metrics and experience driving performance improvements.

• Familiarity with compliance and quality assurance processes within a contact center environment.

• Willingness to work onsite and on a graveyard or shifting schedule.