(URGENT ) Operations Supervisor-Travel and Hospitality -MOA

Gratitude Inc

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3 days ago

(URGENT ) Operations Supervisor-Travel and Hospitality -MOA

1-2 Year(s)

Manila (Pasay City)

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Job Description

Key Skills

Coaching Customer Service Quality assurance Performance Management Team Management Workforce Management Process Improvement Operation Management SLA / KPI Management

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Operations Supervisor – Travel and Hospitality

Location: MOA
Work Setup: Onsite
Schedule: Graveyard / Shifting
Start Date: 3rd Week of September

Job Summary

We are looking for an experienced Operations Supervisor to lead and manage a team of customer service representatives supporting a Travel and Hospitality program. The ideal candidate will have strong people management skills, a solid understanding of contact center operations, and the ability to drive team performance, quality, and customer service excellence.

Key Responsibilities

Manage and supervise a team of Customer Service Representatives, providing coaching, training, and regular performance feedback.
Monitor and analyze team and individual performance metrics to identify improvement opportunities.
Implement quality assurance processes and provide actionable feedback to improve operational performance.
Collaborate with department heads to optimize workflows and implement new policies and procedures.
Foster a positive and motivating team environment that supports employee engagement and retention.
Identify and resolve operational issues, escalating critical concerns to senior management when required.
Ensure compliance with client requirements, contractual obligations, and internal company policies.
Drive achievement of key performance indicators (KPIs), service levels, quality, and productivity targets.

Qualifications

Minimum 1–2 years of experience in a Contact Center Operations Supervisory role.
Strong people management and leadership skills with the ability to motivate, coach, and develop team members.
Excellent verbal and written communication skills with the ability to interact effectively at all organizational levels.
Strong problem-solving and analytical skills with attention to detail.
Experience using contact center software, reporting tools, and performance dashboards.
Good understanding of contact center metrics and performance management.
Familiarity with quality assurance and compliance processes within a contact center environment.
Experience in the Travel and Hospitality industry is preferred.
Willingness to work on a shifting / graveyard schedule.
Willingness to work onsite in MOA.

Pre-Screening Questions

What is your highest educational attainment?
How many years of experience do you have in a BPO/Contact Center Operations Supervisory role?
How many years of experience do you have in the Travel and Hospitality industry?
What was your last drawn salary?
What is your expected salary?

Important Hiring Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party. PSG employees are also not eligible, as PSG falls under Teleperformance.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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