Operations Manager, Travel

Gate 1 Travel; Makati; On-site; PHP 1,200,000 - 1,600,000; Full time

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

We are a well-established international tour operator serving primarily American and Canadian travelers, with decades of experience delivering high-quality, value-driven travel programs worldwide.

The Operations Manager supports the Regional Manager in managing Gate 1 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. This role requires the ability to work the graveyard shift matching US EST hours.

Key Responsibilities

• Support the Regional Manager in the 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 (including data privacy and confidentiality standards).
• Step in for the Regional Manager on operational matters when delegated.
• 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.

Preferred Skills

• Previous experience in travel, tourism, hospitality, or airline industry is highly preferred.
• Prior experience in a BPO or contact center environment supporting a Sales and/or Service account is highly preferred.
• Demonstrated experience leading, coaching, or supervising a team, whether as a Team Leader, or a similar role.
• Expertise in call center performance metrics and workforce management concepts (service levels, AHT, shrinkage, adherence).
• Working knowledge of a Global Distribution System (GDS), particularly Amadeus, is an advantage.
• Strong verbal and written English communication skills, with the ability to communicate clearly and professionally with staff, customers, and leadership.
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Comfortable navigating multiple systems and reporting tools simultaneously.
• Strong analytical skills with the ability to interpret performance data and translate it into actionable coaching or process improvements.
• Sound judgment and situational decision-making, particularly when resolving escalations or policy exceptions.
• Ability to thrive in a fast-paced, evolving environment and adapt quickly to shifting business priorities.
• General knowledge of world geography and travel products is a plus.

Qualifications & Experience

• Must be at least 18 years old.
• Must be at least a High School Graduate or Senior High School Graduate (K-12 curriculum), or equivalent; a bachelor's degree is preferred but not required.
• Minimum of 6 years of experience in a travel, hospitality, tourism, or sales-focused call center environment, including at least 3 years in a supervisory, team lead, or assistant management capacity.
• Demonstrated ability to lead and develop a team, including coaching, performance management, and conflict resolution.
• Comfortable working with performance data and translating it into clear, actionable guidance for a team.
• Able to work effectively with minimal supervision and exercise independent judgment within established policy.
• Flexible and adaptable to changing schedules, business needs, and shifting priorities, including shifting between sales- and service-heavy periods.
• Consistently demonstrates honesty, accountability, and ethical behavior in all interactions.
• Willing and able to work a schedule aligned with U.S. business hours.

Location & Travel

• On-site (Makati)
• Ability to work graveyard shift

Compensation

• Competitive compensation package commensurate with experience