Operations Supervisor – Travel & Hospitality
Gratitude IncOperations Supervisor – Travel & Hospitality
Job Description
Key Skills
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Job Overview
We are looking for an experienced Operations Supervisor to lead a team within a Travel and Hospitality contact center program. The successful candidate will have strong team management skills, experience in BPO operations, and hands-on knowledge of Global Distribution Systems (GDS).
The role focuses on team performance, service quality, employee development, operational compliance, and continuous improvement.
Key Responsibilities
Supervise customer service representatives and provide coaching, training, mentoring, and performance feedback.
Monitor individual and team performance metrics to identify gaps and implement improvement plans.
Maintain quality assurance standards and drive consistent service delivery.
Collaborate with department heads and stakeholders to optimize workflows and implement process improvements.
Promote employee engagement, motivation, retention, and professional development.
Identify operational challenges, resolve issues, and escalate complex concerns when necessary.
Ensure compliance with client requirements, contractual obligations, company policies, and quality standards.
Track contact center KPIs and prepare operational performance reports.
Use contact center software and reporting tools to monitor productivity and service performance.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.
Required Skills and Qualifications
Minimum 1–2 years of experience in a BPO or contact center operations supervisory role.
At least 3 years of hands-on experience with Global Distribution Systems (GDS).
Experience in the Travel and Hospitality industry.
Strong people management, coaching, and team leadership skills.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Knowledge of contact center metrics, performance reporting, quality assurance, and compliance.
Familiarity with contact center software and reporting tools.
Ability to manage operational priorities and drive performance improvements.
Willingness to work onsite on a shifting schedule.
Job Details
Program: Travel & Hospitality
Location: McKinley West, Taguig
Work Setup: Onsite
Schedule: Shifting
Target Start Date: November 8
Employment Type: Full Time
Eligibility
Former Teleperformance employees are not eligible for rehire, whether directly or through a third-party agency. PSG Global Solutions is also ineligible under the stated Teleperformance rehire restriction.
Role
Operations Director
Timings
Rotational Shifts (Contract To Hire)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
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