Operations Supervisor – Travel & Hospitality

Job Title: Operations Supervisor – Travel & Hospitality

Program: Egencia – META
Location: McKinley West, Taguig, Philippines
Work Setup: Onsite
Schedule: Shifting
Salary: Up to PHP 45,000
Start Date: November 8
Openings: 4

Job Overview

We are looking for an experienced Operations Supervisor to lead a team in a Travel & Hospitality contact center environment. The ideal candidate must have strong people management skills, supervisory experience in BPO operations, and at least 3 years of experience using Global Distribution Systems (GDS).

Key Responsibilities

• Lead, coach, and develop customer service representatives.

• Monitor team performance, KPIs, quality, and productivity.

• Conduct coaching sessions and provide regular performance feedback.

• Implement quality assurance processes and operational improvements.

• Optimize workflows in collaboration with department heads.

• Resolve operational issues and escalate concerns when necessary.

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

• Promote employee engagement, teamwork, and retention.

Required Qualifications

• Minimum 1–2 years of supervisory experience in BPO/contact center operations.

• At least 3 years of hands-on GDS experience.

• Travel & Hospitality industry experience preferred.

• Strong leadership, communication, and problem-solving skills.

• Knowledge of contact center metrics, quality assurance, and reporting tools.

• Willingness to work onsite and on a shifting schedule.

Recruitment Process

One interview round with the Hiring Leader at the current stage.

Important Eligibility Criteria

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

• PSG candidates are not eligible, as PSG falls under Teleperformance.

Candidate Pre-Screening Questionnaire

1. What is your highest educational qualification?

2. How many years of experience do you have in BPO/contact center operations supervision?

3. How many years of experience do you have in the Travel & Hospitality industry?

4. How many years of hands-on GDS experience do you have? Please mention the systems used.

5. What was your last drawn salary?

6. What is your expected salary?

7. Are you willing to work onsite in McKinley West, Taguig, on a shifting schedule?

8. Are you a former Teleperformance employee or associated with PSG?

Application Questionnaire

Questionnaire Link: https://myglit.com/lateral/cref/b30a6c665b

Interested candidates should submit their updated CV and complete the questionnaire. Candidates with relevant supervisory and GDS experience will be prioritized.