BPO Operations Supervisor – Egencia Account | GDS Experienced

Gratitude Philippines; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Gratitude Philippines is seeking a skilled Operations Supervisor to lead a contact center team, coaching staff, and monitoring performance against key metrics. The role emphasizes quality assurance, policy adherence, and collaboration with other departments to optimize workflows.

The ideal candidate will have 1–2 years in a supervisory role, 3+ years with GDS, and strong communication and problem‑solving skills. Shifting schedules are required in this fast-paced environment.

Qualifications

• 1–2 years of supervisory experience in a contact center or BPO.
• At least 3 years of experience with GDS systems.
• Strong people management and coaching abilities.
• Excellent written and spoken communication; capable of cross-level liaison.
• Experience with QA processes and metrics.
• Familiarity with contact center software and reporting tools.
• Understanding of contact center metrics and how to drive performance improvements.
• Willing to work on shifting schedules.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training, and performance feedback.
• Monitor and analyze team and individual performance metrics to identify areas for improvement.
• Implement effective quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and implement new policies or procedures.
• Foster a positive, motivating team environment to support high staff engagement and retention.
• Identify and address any operational issues, escalating to senior management as needed.
• Ensure full compliance with client requirements, contractual obligations, and internal policies.

Skills

People management

Communication

Coaching

Performance analytics

GDS experience

Quality assurance

Process improvement

Scheduling

Tools

GDS platforms

Call center software

Reporting tools

Job description

JOB DETAILS

What You'll Be Doing

• Manage a team of customer service representatives, providing coaching, training, and performance feedback.

• Monitor and analyze team and individual performance metrics to identify areas for improvement.

• Implement effective quality assurance processes and provide feedback to drive operational excellence.

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

• Foster a positive, motivating team environment to support high staff engagement and retention.

• Identify and address any operational issues, escalating to senior management as needed.

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

QUALIFICATIONS

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

• Must have at least 3 years of GDS (Global Distribution System) experience.

• Strong people management skills with the ability to lead, motivate, and develop a team.

• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.

• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.

• Proficient in using contact center software and reporting tools.

• Understanding of contact center metrics and the ability to drive performance improvements.

• Familiarity with compliance and quality assurance processes in a contact center environment.

• Willing to work on a shifting schedule.

RECRUITMENT PROCESS

Validation: 1 layer of interview for now (Hiring Leader).

PRE-SCREENING NOTES

• Educational Attainment:

• Years of experience in a BPO or Contact Center Operations Supervisory role:

• Years of experience in the Travel and Hospitality industry:

• Years of experience using GDS (Global Distribution Systems):

• Last Drawn Salary:

• Expected Salary: