Operations Lead - US EST Graveyard Shift (Travel/BPO)

Gate 1 Travel

Makati

On-site

PHP 1,200,000 - 1,600,000

Full time

5 days ago

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Job summary

Gate 1 Travel seeks an Operations Manager to support the Regional Manager in supervising Team Leaders across Reservations Sales and Service in the Philippines. The role blends hands-on people leadership with analytical performance management to translate department goals into consistent execution on the floor.

Graveyard US EST hours are required. The ideal candidate has strong leadership, solid knowledge of call center metrics, and the ability to coach teams to deliver high-quality customer

Qualifications

Minimum of 6 years in travel/hospitality/sales-focused call center.
At least 3 years in supervisory/assistant management capacity.
Ability to lead and develop a team with coaching and conflict resolution.
Comfortable translating performance data into actionable guidance.

Responsibilities

Lead day-to-day operations for Reservations Sales and Service under Regional Manager.
Supervise Team Leaders; provide coaching, feedback, and development.
Monitor queue performance, staffing, attendance, and service levels; act on gaps.
Review KPIs and prepare regular performance reports for management.
Escalate complex issues; manage policy exceptions and escalations.
Collaborate with Training and Workforce Management to improve CX.

Skills

Team leadership

KPIs & performance

English proficiency

Data analysis

Process improvement

Education

High School Diploma

Bachelor's degree preferred

Tools

Amadeus

MS 365 (Outlook, Word, Excel, Teams)

Job description

Graveyard US EST hours are required. The ideal candidate has strong leadership, solid knowledge of call center metrics, and the ability to coach teams to deliver high-quality customer

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