BPO Supervisor with Travel Account Experience | Pioneer Program - TP Rockwell

Teleperformance; Pasig; On-site; PHP 480,000 - 620,000; Full time

Job summary

Teleperformance is seeking an experienced BPO Supervisor with Travel Account Experience to join our Pioneer Program at our TP Rockwell facility in Pasig City, Metro Manila. This full-time role leads and manages high-performing customer service teams in travel.

You will drive operational excellence, monitor service quality, coach team members, and ensure adherence to company policies. You will handle escalations, participate in workforce planning, and generate performance reports for senior

Qualifications

• Proven supervisory or team leader experience in a BPO or call centre environment.
• Minimum 2-3 years of direct supervisory experience managing customer service teams.
• Substantial experience working with travel accounts, including knowledge of travel bookings, airline policies, hotel reservations and travel regulations.
• Strong understanding of customer service excellence and ability to mentor others to achieve high standards.
• Excellent communication and interpersonal skills with the ability to lead and motivate diverse teams.
• Proficiency in using workforce management systems, CRM tools and Microsoft Office applications.
• Demonstrated analytical and problem-solving abilities with attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Strong organizational skills and ability to work independently whilst maintaining team cohesion.
• Flexibility to work in a rotating shift schedule, including weekends and holidays as required.

Responsibilities

• Supervise and manage a team of customer service representatives handling travel account inquiries and bookings.
• Monitor performance metrics, including call quality, average handling time, first-call resolution and customer satisfaction ratings.
• Provide coaching, training and performance feedback to team members to ensure consistent service delivery.
• Implement and enforce adherence to company policies, procedures and quality standards.
• Handle escalations and complex customer issues to ensure resolution and customer retention.
• Participate in workforce planning and scheduling to optimise team productivity and coverage.
• Identify training needs and coordinate development programmes for team members.
• Collaborate with other departments to improve processes and service delivery.
• Generate reports on team performance and provide insights to senior management.
• Foster a positive, inclusive and motivating team culture that encourages collaboration and continuous improvement.

Skills

Supervisory experience

Travel accounts knowledge

People management

CRM tools

MS Office

Analytical skills

Communication skills

Team leadership

Tools

Workforce management systems

Microsoft Office

Job description

About the role

Teleperformance is seeking an experienced BPO Supervisor with Travel Account Experience to join our Pioneer Program at our TP Rockwell facility in Pasig City, Metro Manila. This is a full-time position that offers an exciting opportunity to lead and manage high-performing customer service teams in the travel and tourism industry. As a supervisor, you will play a crucial role in driving operational excellence, maintaining service quality standards, and fostering a positive team environment. This leadership position is integral to our success in delivering exceptional customer experiences to our travel account clients.

Key responsibilities

• Supervise and manage a team of customer service representatives handling travel account inquiries and bookings
• Monitor team performance metrics, including call quality, average handling time, first-call resolution and customer satisfaction ratings
• Provide coaching, training and performance feedback to team members to ensure consistent service delivery
• Implement and enforce adherence to company policies, procedures and quality standards
• Handle escalations and complex customer issues to ensure resolution and customer retention
• Participate in workforce planning and scheduling to optimise team productivity and coverage
• Identify training needs and coordinate development programmes for team members
• Collaborate with other departments to improve processes and service delivery
• Generate reports on team performance and provide insights to senior management
• Foster a positive, inclusive and motivating team culture that encourages collaboration and continuous improvement

What we're looking for

• Proven supervisory or team leader experience in a BPO or call centre environment
• Minimum 2-3 years of direct supervisory experience managing customer service teams
• Substantial experience working with travel accounts, including knowledge of travel bookings, airline policies, hotel reservations and travel regulations
• Strong understanding of customer service excellence and ability to mentor others to achieve high standards
• Excellent communication and interpersonal skills with the ability to lead and motivate diverse teams
• Proficiency in using workforce management systems, CRM tools and Microsoft Office applications
• Demonstrated analytical and problem-solving abilities with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities effectively
• Strong organizational skills and ability to work independently whilst maintaining team cohesion
• Flexibility to work in a rotating shift schedule, including weekends and holidays as required