• Manage and supervise customer service representatives, providing coaching, training, and performance feedback.

• Monitor team and individual performance metrics to identify improvement opportunities.

• Implement quality assurance processes to maintain service standards and operational excellence.

• Collaborate with department heads to optimize workflows and implement policies and procedures.

• Maintain a positive team environment to improve employee engagement and retention.

• Identify operational issues and escalate concerns to senior management when necessary.

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

Qualifications

• Minimum 1–2 years of experience in a BPO/contact center supervisory role.

• At least 3 years of experience using GDS (Global Distribution Systems).

• Experience in the Travel and Hospitality industry is preferred.

• Strong leadership, people management, coaching, and team development skills.

• Excellent verbal and written communication skills.

• Strong problem-solving and analytical abilities with attention to detail.

• Proficiency in contact center software and reporting tools.

• Knowledge of contact center metrics, quality assurance, and compliance processes.

• Willingness to work on a shifting schedule.

Recruitment Process

• One interview round with the Hiring Leader for initial validation.

Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have in BPO/contact center operations supervision?

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

4. How many years of experience do you have using GDS?

5. What was your last drawn salary?

6. What is your expected salary?

Important Note

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