Job Overview

We are looking for an experienced Operations Supervisor to lead and manage day-to-day operations within a Travel and Hospitality account. The role is responsible for supervising team performance, ensuring excellent customer service, meeting operational targets, and maintaining high-quality service delivery.

The ideal candidate should have strong experience in travel, hospitality, BPO, or customer service operations, along with proven team leadership and performance management skills.

Key Responsibilities

Supervise daily operations and ensure smooth delivery of Travel and Hospitality services.
Lead, coach, and motivate a team to achieve productivity, quality, customer satisfaction, and operational targets.
Monitor team performance and provide regular coaching and feedback.
Ensure compliance with company policies, procedures, quality standards, and client requirements.
Handle escalated customer concerns and operational issues in a timely and professional manner.
Monitor key performance indicators (KPIs), service levels, productivity, attendance, and quality metrics.
Prepare and analyze operational reports and identify trends or performance gaps.
Develop and implement action plans to improve team and individual performance.
Coordinate with support teams and other stakeholders to resolve operational issues.
Conduct team huddles, performance reviews, coaching sessions, and process updates.
Ensure employees are properly trained and equipped to handle customer and operational requirements.
Identify process improvement opportunities and recommend solutions to increase efficiency.
Maintain a positive customer experience while achieving business and operational objectives.
Support workforce planning, staffing, scheduling, and resource requirements when needed.
Promote teamwork, accountability, and continuous improvement within the operation.

Required Qualifications

Bachelor's degree in any field is preferred.
2+ years of experience in a supervisory or team leadership role within BPO, Travel, Hospitality, Customer Service, or related operations.
Experience handling a Travel and Hospitality account is highly preferred.
Strong knowledge of contact center operations, performance management, and customer service.
Proven experience managing teams and achieving operational KPIs.
Strong problem-solving, decision-making, and escalation-handling skills.
Excellent verbal and written communication skills.
Ability to analyze reports and performance data.
Strong coaching, mentoring, and people-management skills.
Ability to work effectively in a fast-paced and target-driven environment.

Preferred Travel & Hospitality Experience

Experience handling any of the following will be an advantage:

Airline or travel operations
Hotel and accommodation services
Travel reservations
Booking and ticketing
Travel customer support
Hospitality customer service
Travel-related sales or support
Reservation management
Customer escalations and service recovery

Core Skills

Operations Management
Team Leadership
People Management
Performance Management
Customer Service
Travel & Hospitality Operations
KPI Management
Quality Management
Coaching & Mentoring
Escalation Management
Workforce Coordination
Reporting & Data Analysis
Process Improvement
Stakeholder Management

Work Requirements

Willingness to work onsite in MOA.
Willingness to work on a shifting schedule.
Ability to work in a fast-paced Travel and Hospitality environment.
Ability to manage multiple priorities and operational escalations.

Eligibility

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

Role

Travel Consultant

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

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.