OPERATIONS SUPERVISOR – TRAVEL AND HOSPITALITY

Gratitude Inc

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5 days ago

OPERATIONS SUPERVISOR – TRAVEL AND HOSPITALITY

1-3 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Reporting Tools attention to details excellent verbal and written skills Contact Center. compliance and quality assurance processes

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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.

Role

Any Other

Timings

Night Shift (Permanent)

Industry

Other

Work Mode

Work from office

Process

Voice

Functional Area

Any Other

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