Operations Supervisor – Travel & Hospitality BPO | Customer Service

Gratitude Inc

4 Views

1 hour ago

Operations Supervisor – Travel & Hospitality BPO | Customer Service

2-7 Year(s)

Manila (Pasay City)

Quick Apply Apply

Job Description

Key Skills

Customer Service BPO Operation manager team leadership Travel and Hospitality SLA / KPI Management

0 candidate(s) have already applied for this Job. Apply now

Job Title : OPERATIONS SUPERVISOR – TRAVEL & HOSPITALITY BPO

JOB DESCRIPTION

We are hiring an experienced Operations Supervisor to lead customer service operations for a Travel/Hospitality BPO account in Rockwell, Pasig. The role is responsible for managing day-to-day operations, leading a team of individual contributors, monitoring KPIs, handling customer escalations, coaching team members, and driving process improvements.

The ideal candidate should have strong BPO operations and customer service experience, with previous Travel or Hospitality account experience and proven leadership and team-handling capabilities.

Location: Rockwell, Pasig, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Full-Time

KEY RESPONSIBILITIES

• Lead and manage a team of customer service professionals, ensuring achievement of operational, quality, productivity, and customer service KPIs.

• Manage day-to-day BPO customer service operations, including customer concerns, escalations, service issues, and operational requirements.

• Conduct regular coaching, performance monitoring, feedback, and development activities to improve individual and team performance.

• Identify process gaps and implement improvements to enhance operational efficiency, customer experience, and service quality.

• Coordinate operational activities and provide timely resolution to customer and process issues within the defined scope of responsibility.

REQUIRED SKILLS

• BPO Operations Management

• Team Leadership & People Management

• Customer Service & Escalation Management

• KPI & Performance Management

• Travel & Hospitality Process Experience

QUALIFICATIONS

• Minimum 2–3 years of leadership or supervisory experience in a BPO/customer service environment.

• Mandatory Travel or Hospitality account experience, or relevant Travel background within a BPO environment.

• Strong experience in customer service operations and handling customer concerns and escalations.

• Proven experience managing and developing teams of individual contributors.

• Knowledge of KPI management, performance monitoring, coaching, and process improvement.

• Strong communication, coaching, decision-making, and problem-solving skills.

• Ability to manage day-to-day operations and resolve operational issues within a defined scope.

• Willing to work onsite in Rockwell, Pasig.

• Willing to work on a night shift.

IMPORTANT NOTES

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

• This position requires onsite work in Rockwell, Pasig.

• Night shift schedule is required.

Role

Customer Delivery Supervisor

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-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.

Kaif Ahmed Sherdi

Recruiter - Gratitude Inc

NA, india

2+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

Confidential

Manila, Philippines

Details