Night-Shift Ops Lead – Travel & Hospitality BPO

Gratitude Philippines; Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Operations Supervisor to manage customer service operations for a Travel/Hospitality BPO account in Rockwell, Pasig. The ideal candidate should have strong leadership skills, with at least 2-3 years of supervisory experience in BPO operations.

The role involves leading a team, ensuring the achievement of KPIs, and coaching team members to improve performance. This is a full-time position requiring onsite work with a night shift schedule.

Qualifications

• Minimum 2-3 years of leadership or supervisory experience in a BPO/customer service environment.
• Mandatory Travel or Hospitality account experience, or relevant Travel background within a BPO environment.
• Strong experience in customer service operations and handling customer concerns and escalations.

Responsibilities

• Lead and manage a team of customer service professionals, ensuring achievement of KPIs.
• Manage day-to-day BPO customer service operations, including customer concerns and escalations.
• Conduct coaching, performance monitoring, and development activities to improve performance.
• Identify process gaps and implement improvements to enhance operational efficiency.
• Provide timely resolution to customer and process issues within the defined scope.

Skills

BPO Operations Management

Team Leadership & People Management

Customer Service & Escalation

KPI & Performance Management

Travel & Hospitality Process

Job description

Gratitude Philippines is seeking an experienced Operations Supervisor to manage customer service operations for a Travel/Hospitality BPO account in Rockwell, Pasig. The ideal candidate should have strong leadership skills, with at least 2-3 years of supervisory experience in BPO operations.

The role involves leading a team, ensuring the achievement of KPIs, and coaching team members to improve performance. This is a full-time position requiring onsite work with a night shift schedule.