Operations Supervisor – Travel & Hospitality

Gratitude Inc

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7 hours ago

3-7 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Problem Solving Performance Management Reporting Tools Communication Skills Operation Management BPO Operation manager

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Job title : Operations Supervisor – Travel & Hospitality

Work Location: McKinley West, Taguig, Philippines
Work Setup: Onsite
Work Schedule: Shifting
Experience: 1–7yrs.
Job Description :

We are looking for an experienced Operations Supervisor to lead a team in a Travel and Hospitality customer service environment. The ideal candidate should have contact center supervisory experience, strong people management skills, and at least 3 years of experience using Global Distribution Systems (GDS). The role involves driving team performance, maintaining service quality, ensuring compliance, and supporting continuous operational improvement.

Key Responsibilities :

Manage, coach, and develop customer service representatives through regular training, feedback, and performance reviews.
Monitor team and individual performance metrics to identify improvement opportunities and achieve operational targets.
Implement quality assurance processes and provide actionable feedback to improve service delivery.
Collaborate with department leaders to optimize workflows, implement procedures, and resolve operational issues.
Ensure compliance with client requirements, contractual obligations, quality standards, and internal policies.

Required Skills :

People management, team leadership, and coaching.
Global Distribution System (GDS) experience.
Contact center performance management and reporting.
Strong verbal and written communication skills.
Problem-solving, quality assurance, and process improvement.

Qualifications :

At least 1–2 years of experience in a BPO or contact center operations supervisory role.
Minimum 3 years of experience using Global Distribution Systems (GDS).
Travel and Hospitality industry experience.
Strong leadership skills with the ability to motivate and develop teams.
Proficiency in contact center software, reporting tools, and performance metrics.
Understanding of quality assurance and compliance processes.
Willingness to work onsite in McKinley West, Taguig, on a shifting schedule.

Role

Operations Director

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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