Operations Supervisor – Travel & Hospitality (BPO)

Job Title: Operations Supervisor – Travel & Hospitality (BPO)

Location: Pasay City (MOA)

Work Setup: Onsite

Employment Type: Full-time

Start Date: Immediate

About the Role

We are hiring experienced Operations Supervisors to lead customer service teams supporting a Travel & Hospitality account. The ideal candidate has strong leadership skills, a proven background in BPO operations, and a passion for driving team performance and operational excellence.

Key Responsibilities

Lead, coach, and develop a team of customer service representatives.

Monitor individual and team performance, providing regular feedback and coaching.

Drive quality assurance initiatives and continuous performance improvement.

Collaborate with stakeholders to optimize workflows and operational processes.

Foster a positive and engaging work environment.

Resolve operational issues and escalate concerns when necessary.

Ensure compliance with client requirements, company policies, and service standards.

Track and improve key contact center performance metrics.

Qualifications

Minimum of 2 years of supervisory experience in a BPO/contact center environment.

Strong leadership, coaching, and people management skills.

Excellent verbal and written communication skills.

Strong analytical and problem-solving abilities.

Experience with contact center tools, reporting, and performance metrics.

Knowledge of quality assurance and compliance processes.

Willing to work onsite in MOA.

Willing to work on a shifting schedule.

Available to start immediately.