Operations Supervisor – Travel & Hospitality

Job Title: Operations Supervisor – Travel & Hospitality

Work Setup: Onsite – MOA
Shift: Shifting Schedule
Salary Package: Up to 40K
Target Start Date: August 24 (Immediate Joiners Preferred)
Headcount: 15
Account: Travel & Hospitality

We are hiring Operations Supervisors with experience in BPO Contact Center Operations to lead customer service teams, drive operational excellence, and ensure high-quality service delivery. The ideal candidate should have strong people management skills, experience handling contact center operations, and the ability to meet client and business objectives.

Education:

• College Graduate (Preferred)

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

Key Responsibilities:

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

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

• Monitor team and individual performance metrics to drive productivity and service quality.

• Implement quality assurance initiatives and continuous process improvements.

• Collaborate with internal stakeholders to optimize workflows and operational processes.

• Foster a positive work environment to improve employee engagement and retention.

• Resolve operational issues and escalate critical concerns when required.

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

• Drive team performance to achieve operational KPIs and service level agreements (SLAs).

Required Skills:

• Minimum 1–2 years of supervisory experience in a BPO/Contact Center.

• Strong leadership, coaching, and people management skills.

• Excellent verbal and written communication skills.

• Strong analytical and problem-solving abilities.

• Experience using contact center systems and reporting tools.

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

• Ability to work effectively in a fast-paced, shifting schedule environment.

Important Notes:

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

• Must be willing to work onsite at MOA.

• Must be comfortable working on a shifting schedule.

• Immediate joiners are highly preferred.

Recruitment Process:

• TA Interview

• Operations Interview

• Client Interview

Application Form:
Questionnaire Link: https://myglit.com/lateral/cref/1114a3d7ba

Note: Filling out the above questionnaire form is mandatory. Candidate profiles will be considered only after the form has been completed.