Operations Manager

Gate 1 Travel Philippines Contact Center Inc.; Makati; Presencial; PHP 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Gate 1 Travel Philippines Contact Center Inc. is seeking an Operations Manager to support the Regional Manager by supervising Team Leaders across Reservations Sales, Reservations Service, and other support departments.

This role blends hands-on people leadership with operational and performance management, translating department goals into consistent on-the-floor execution. This role requires strong analytics, sound judgment, and a service-oriented mindset, with the ability to coach teams,

Formación

• Minimum 6 years of experience in travel/tourism/contact center.
• At least 3 years in leadership as Team Leader or similar.
• Experience coaching and managing team performance.
• Strong understanding of contact center performance metrics.
• Experience supporting sales or customer service accounts in a BPO.
• Strong analytical skills to interpret performance data.
• English communication skills, written and spoken.
• Proficient in Microsoft 365 (Outlook, Word, Excel, Teams).
• Familiarity with Amadeus GDS preferred.

Responsabilidades

• Supervise Team Leaders and provide coaching and development.
• Monitor real-time queue performance with Workforce Management.
• Analyze KPIs and prepare performance reports for the Regional Manager.
• Lead performance management conversations and disciplinary actions.
• Escalate complex customer issues and policy exceptions.
• Collaborate with Training and Workforce Management to improve CX.
• Ensure compliance with policies and regulatory requirements.
• Contribute to SOP updates and calibration sessions.

Conocimientos

Leadership experience

Contact center metrics

Coaching and development

English communication

Microsoft 365

Amadeus GDS

Analytical skills

Performance management

Independent work

Policy exception handling

Educación

High School Graduate

Bachelor's degree (preferred)

Herramientas

Amadeus

MS 365

Descripción del empleo

About the role

The Operations Manager supports the Regional Manager in managing Gate 1 Travel Philippines, with the direct responsibility for supervising Team Leaders across Reservations Sales, Reservations Service, and other support departments. This role bridges day-to-day team leadership with operational and performance management, helping translate department goals into consistent execution on the floor. The ideal candidate combines hands‑on people leadership with strong analytical ability, sound judgment, and a service oriented mindset.

Roles and Responsibilities

• Support the Regional Manager in day-to-day leadership and operational oversight of the Reservations Sales, Reservations Service, and other support departments

• Directly supervise Team Leaders, providing coaching, performance feedback, and ongoing development

• Along with Workforce Management, monitor real‑time queue performance, staffing adherence, attendance and service levels; take corrective action to address gaps in coverage or performance

• Review and analyze KPIs — including sales conversion, quality scores, average handle time, customer satisfaction, and attendance — and prepare regular performance reports for the Regional Manager

• Lead or support performance management conversations, including coaching plans, disciplinary documentation, and recognition of top performers

• Act as an escalation point for complex customer issues, policy exceptions, and agent questions that exceed Team Leader authority

• Partner with Training and Workforce Management teams to identify trends, close performance gaps, and improve customer and agent experience

• Help enforce compliance with company policies, procedures, and relevant regulatory requirements

• Contribute to process improvement initiatives, SOP updates, and calibration sessions to maintain consistency across the center

• Perform other duties and responsibilities as assigned by the Regional Manager or management team.

Qualifications, Experience & Preferred Skills

• Are a High School Graduate, Senior High School Graduate (K-12), or equivalent. A bachelor's degree is preferred but not required.

• Have at least 6 years of experience in a travel, tourism, hospitality, airline, or sales-focused contact center environment.

• Have at least 3 years of leadership experience as a Team Leader, Supervisor, Assistant Manager, or in a similar role.

• Have proven experience leading, coaching, developing, and managing team performance, including performance management and conflict resolution.

• Possess a strong understanding of contact center performance metrics and workforce management concepts, including service levels, AHT, shrinkage, and adherence.

• Have experience supporting sales and/or customer service accounts in a BPO or contact center environment.

• Demonstrate strong analytical skills and the ability to interpret performance data to drive coaching opportunities and process improvements.

• Exhibit sound judgment, effective decision-making, and the ability to handle escalations and policy exceptions professionally.

• Communicate effectively in English, both verbally and in writing, with customers, employees, and stakeholders.

• Are proficient in Microsoft 365 applications, including Outlook, Word, Excel, and Teams.

• Can comfortably navigate multiple systems, tools, and reports simultaneously.

• Have experience with a Global Distribution System (GDS), particularly Amadeus (preferred).

• Possess general knowledge of travel products, destinations, and world geography (an advantage).

• Thrive in a fast-paced, evolving environment and can adapt quickly to changing business priorities and operational needs.

• Demonstrate integrity, accountability, professionalism, and ethical behavior in all interactions.

• Can work independently with minimal supervision while maintaining a high level of performance

• Flexible and adaptable to changing schedules, business needs, and shifting priorities, including shifting between sales- and service-heavy periods.

• Are willing and able to work schedules aligned with U.S. business hours as required by the account.