Operations Supervisor

Stafflink Express; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Stafflink Express is seeking an experienced supervisor to lead a team of contact center representatives within a travel and hospitality operations environment. You will coach, train and provide performance feedback to drive operational excellence and staff engagement.

The role requires monitoring metrics, implementing QA processes, collaborating with department heads to optimize workflows, and ensuring compliance with client requirements and internal policies. A shifting schedule is expected.

Qualifications

• 1–2 years experience in a contact center operations supervisory role.
• Strong people management skills to lead, motivate and develop a team.
• Excellent verbal and written communication with the ability to liaise at all levels.
• Problem-solving mindset with a keen eye for detail and continuous improvement.
• Proficient in using contact center software and reporting tools.
• Understanding of contact center metrics and ability to drive performance improvements.
• Familiarity with compliance and quality assurance processes in a contact center environment.
• Willing to work on a shifting schedule.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement
• Implement effective quality assurance processes and provide feedback to drive operational excellence
• Collaborate with department heads to optimize workflows and implement new policies or procedures
• Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

Skills

People management

Communication skills

Coaching & mentoring

Problem-solving

Attention to detail

Adaptability

Team leadership

Tools

Contact center software

Job description

About the role

You will manage a team of customer service representatives in a travel and hospitality operations environment, providing coaching, training and performance feedback to drive operational excellence.

Key responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback

• Monitor and analyze team and individual performance metrics to identify areas for improvement

• Implement effective quality assurance processes and provide feedback to drive operational excellence

• Collaborate with department heads to optimize workflows and implement new policies or procedures

• Foster a positive, motivating team environment to support high staff engagement and retention

• Identify and address any operational issues, escalating to senior management as needed

• Ensure full compliance with client requirements, contractual obligations and internal policies

About you

• Minimum 1-2 years' experience in a contact center operations supervisory role

• Strong people management skills with the ability to lead, motivate and develop a team

• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels

• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement

• Proficient in using contact center software and reporting tools

• Understanding of contact center metrics and the ability to drive performance improvements

• Familiarity with compliance and quality assurance processes in a contact center environment

• Willing to work on a shifting schedule