BPO Operations Supervisor | Travel/GDS Expert & Team Coach

Gratitude Philippines; Manila; Vor Ort; PHP 446.000 - 670.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

People management

Communication

Coaching

Performance analytics

GDS experience

Quality assurance

Process improvement

Scheduling

Tools

GDS platforms

Call center software

Reporting tools

Jobbeschreibung

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.