Operations Supervisor (Travel & Hospitality)

Location: MOA (Pasay City) – Onsite

Work Setup: Onsite
Shift: Rotational / Shifting Schedule
Salary: Up to ₱40,000 per month
Headcount: 15
Joining Date: Immediate Joiners (Target Start Date: August 24)

Job Summary

We are looking for an experienced Operations Supervisor to lead a team of Customer Service Representatives supporting a Travel & Hospitality account. The ideal candidate should have strong leadership, people management, and contact center operations experience, with a proven ability to drive team performance, maintain service quality, and ensure compliance with client and organizational standards.

Key Responsibilities

• Lead, coach, mentor, and develop a team of Customer Service Representatives.

• Monitor team and individual performance to ensure KPIs and service levels are consistently achieved.

• Conduct regular performance reviews, coaching sessions, and feedback discussions.

• Implement and monitor quality assurance processes to improve customer experience.

• Analyze operational reports and performance metrics to identify improvement opportunities.

• Collaborate with cross-functional teams to optimize workflows and operational processes.

• Resolve escalated customer and operational issues in a timely manner.

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

• Foster a positive, engaging, and high-performance work environment.

• Support employee engagement, retention, and continuous learning initiatives.

Qualifications

• Minimum 1–2 years of experience as an Operations Supervisor in a BPO/Contact Center environment.

• Strong leadership and people management skills.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Experience managing team performance, coaching, and KPI delivery.

• Proficiency in contact center software, reporting tools, and Microsoft Office.

• Good understanding of contact center metrics, quality assurance, and compliance processes.

• Willing to work onsite in MOA (Pasay City) on a shifting schedule.

• Immediate joiners are highly preferred.

Preferred Skills

• Experience handling Travel & Hospitality accounts.

• Strong stakeholder management and customer service orientation.

• Ability to work in a fast-paced and target-driven environment.

• High attention to detail and continuous improvement mindset.

Recruitment Process

1. Talent Acquisition Interview

2. Operations Interview

3. Client Interview

Eligibility

• Former Teleperformance (TP) employees are not eligible for rehire, either directly or through a third party.

Candidate Information Required

Applicants should provide the following details:

• Educational Attainment

• Total BPO Experience

• Years of Experience as a Supervisor in a BPO

• Current/Last Drawn Salary

• Expected Salary