BPO Team lead

Proselect Management Inc; Cebu City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading management company in Cebu City is looking for a Team Lead – Customer Service to oversee operations in a high-volume travel and hospitality environment. The role requires strong leadership skills, experience in customer service, and the ability to mentor team members. Responsibilities include managing daily operations, ensuring service level agreements are met, and driving process improvements. The ideal candidate will have 1-4 years of experience in a similar role and must possess excellent problem-solving and communication abilities.

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role.
• Strong background in Customer Service Operations.
• Preferably with Travel & Hospitality experience.

Responsibilities

• Supervise daily customer service operations in a high-volume environment.
• Manage teams handling phone, chat, email, and/or walk-in customer support.
• Drive process improvements and contribute to the development of new solutions.

Skills

Customer Service Operations

Analytical skills

Problem-solving

Decision-making

Communication

Stakeholder management

Coaching

Team development

Job description

Job Title: Team Lead – Customer Service (Travel & Hospitality)

Job Summary

We are seeking an experienced TL or OM to lead customer service operations supporting business and/or end-consumer clients. This role oversees post-sale technical and non-technical support delivered through remote channels (phone, chat, email) and/or distribution or service center environments.

The ideal candidate will drive operational excellence, support complex issue resolution, and serve as a subject matter expert while coaching and mentoring team members.

Key Responsibilities

• Supervise daily customer service operations in a high-volume environment
• Manage teams handling phone, chat, email, and/or walk-in customer support
• Oversee resolution of both low-complexity and high-complexity customer concerns
• Act as liaison between customers and internal departments (operations, production, distribution, etc.)
• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met
• Drive process improvements and contribute to the development of new solutions and workflows
• Serve as escalation point and final decision-maker for complex or sensitive cases
• Coach, mentor, and develop team members to improve performance and engagement
• Support training initiatives and knowledge-sharing across teams

Note: This role is not sales-incentivized and is not compensated based on sales targets.

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role
• Strong background in Customer Service Operations
• Preferably with Travel & Hospitality experience (BPO or non-BPO experience accepted)
• Open to experienced Team Leaders with 6+ years of Travel & Hospitality experience seeking career progression
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management abilities
• Proven experience coaching and developing teams

Preferred Skills

• Experience handling travel-related accounts (airlines, hotels, OTAs, reservations, ticketing, etc.)
• Exposure to both remote customer service and service center environments
• Ability to manage high-volume operations while maintaining quality standards
• Strong understanding of operational metrics and performance management