Operations Supervisor

TP; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Health and wellness benefits

Performance-based incentives

Career progression opportunities

Training and development programs

Work-life balance emphasis

Job summary

Teleperformance is seeking an experienced BPO Operations Supervisor for the Travel Account to join our McKinley facility. This full-time role leads a dedicated team, ensuring service quality and operational excellence in travel customer service.

The supervisor will drive performance, coach staff, and coordinate with training for skill development.

Qualifications

• Proven supervisory or team leader experience in a call centre, BPO or customer service environment (minimum 2-3 years).
• Strong knowledge of travel industry operations, products and customer service standards (preferred).
• Excellent communication and interpersonal skills with the ability to lead, motivate and develop team members.

Responsibilities

• Supervise, guide and manage the daily performance of a team of customer service representatives handling travel account inquiries and transactions.
• Monitor and maintain adherence to SLAs, quality standards and KPIs.
• Conduct regular performance coaching, feedback sessions and one-on-one meetings with team members to drive continuous improvement.
• Identify training needs and coordinate with the training department to ensure team members have the necessary skills and knowledge.
• Handle escalated customer issues and complaints, ensuring swift resolution and customer satisfaction.
• Prepare and review operational reports, analytics and metrics to track team performance and identify trends.
• Collaborate with other departments and supervisors to optimize processes and resolve operational challenges.
• Conduct recruitment support, scheduling and workforce planning activities to meet operational requirements.
• Foster a positive team culture, promote engagement and maintain employee morale within the team.

Skills

Supervisory experience

Travel industry knowledge

Leadership and motivation

KPIs and SLAs

Data analysis

English proficiency

Recruitment support

Education

Bachelor's degree

Tools

BPO systems

Job description

Teleperformance is seeking an experienced BPO Operations Supervisor for the Travel Account to join our team at our McKinley facility. This is a full-time position that offers an exciting opportunity to lead and manage a dedicated team within our fast-paced business process outsourcing environment. As an operations Supervisor, you will play a critical leadership role in ensuring operational excellence, maintaining service quality standards, and driving team performance in the travel sector. This position is integral to delivering exceptional customer service and achieving our business objectives for this account.

Key responsibilities

• Supervise, guide and manage the daily performance of a team of customer service representatives handling travel account inquiries and transactions
• Monitor and maintain adherence to service level agreements (SLAs), quality standards and key performance indicators (KPIs)
• Conduct regular performance coaching, feedback sessions and one-on-one meetings with team members to drive continuous improvement
• Identify training needs and coordinate with the training department to ensure team members have the necessary skills and knowledge
• Handle escalated customer issues and complaints, ensuring swift resolution and customer satisfaction
• Prepare and review operational reports, analytics and metrics to track team performance and identify trends
• Implement and enforce company policies, procedures and quality assurance standards within the team
• Collaborate with other departments and supervisors to optimize processes and resolve operational challenges
• Conduct recruitment support, scheduling and workforce planning activities to meet operational requirements
• Foster a positive team culture, promote engagement and maintain employee morale within the team

What we're looking for

• Proven supervisory or team leader experience in a call centre, BPO or customer service environment (minimum 2-3 years)
• Strong knowledge of travel industry operations, products and customer service standards (preferred)
• Excellent communication and interpersonal skills with the ability to lead, motivate and develop team members
• Sound understanding of KPIs, SLAs, workforce management and quality assurance principles
• Proficiency in using BPO systems, tools and software platforms for monitoring and reporting
• Demonstrated ability to analyze data, identify performance gaps and implement corrective actions
• Strong problem-solving skills and the ability to handle high-pressure situations with composure
• Excellent organizational and time management capabilities with the ability to multitask effectively
• Proficiency in English (written and verbal); additional language skills are an advantage
• Bachelor's degree or higher qualification is preferred, though relevant experience may be considered
• Ability to work flexible hours and shifts as required by operational needs

What we offer

Teleperformance is committed to providing a rewarding work environment and comprehensive benefits package. We offer competitive remuneration, health and wellness benefits, performance-based incentives and opportunities for career advancement within our global organization. Our company provides ongoing professional development and training programs to help you enhance your leadership skills and progress your career. We value work-life balance and foster an inclusive, supportive workplace culture where every team member is empowered to succeed. Join a dynamic organisation that invests in its people and recognises excellence and dedication.