Job Title: Operations Supervisor

Program: Travel and Hospitality
Location: MOA, Philippines
Work Setup: Onsite
Work Schedule: Graveyard / Shifting
Start Date: August 31

Important Note: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Summary

We are looking for an experienced Operations Supervisor to lead a team of Customer Service Representatives supporting a Travel and Hospitality program. The role will be responsible for team performance, coaching and development, quality assurance, operational efficiency, and compliance with client and company requirements.

The ideal candidate should have strong people-management skills, experience in contact center operations, and a solid understanding of contact center metrics and performance management.

Key Responsibilities

• Manage and lead a team of Customer Service Representatives.

• Provide regular coaching, training, and performance feedback.

• Monitor and analyze individual and team performance metrics.

• Identify performance gaps and implement improvement plans.

• Implement quality assurance processes to drive operational excellence.

• Collaborate with department heads to optimize workflows and procedures.

• Support the implementation of new policies and operational processes.

• Foster a positive and motivating team environment.

• Drive employee engagement and retention.

• Identify and resolve operational issues and escalate critical concerns to senior management.

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

• Monitor key contact center metrics and drive continuous performance improvement.

Qualifications

• Minimum 1–2 years of experience in a Contact Center/BPO Operations Supervisory role.

• Experience in the Travel and Hospitality industry is preferred.

• Strong people-management and team-leadership skills.

• Ability to coach, motivate, and develop team members.

• Excellent verbal and written communication skills.

• Strong problem-solving and analytical abilities.

• Keen attention to detail and focus on continuous improvement.

• Proficiency in contact center software and reporting tools.

• Strong understanding of contact center metrics and performance management.

• Knowledge of compliance and quality assurance processes.

• Willingness to work on a graveyard and shifting schedule.

• Willingness to work onsite at MOA.

Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have in a BPO or Contact Center Operations supervisory role?

3. How many years of experience do you have in the Travel and Hospitality industry?

4. What is your last drawn salary?

5. What is your expected salary?

6. Are you amenable to working onsite at MOA on a graveyard/shifting schedule?