Operations Supervisor

Hammerjack Pty Ltd; Philippines; On-site; PHP 469,000 - 703,000; Full time

Job summary

Teleperformance Philippines seeks an experienced BPO Operations Supervisor for the Travel Account at our Pasay City facility to lead a dedicated team in a fast-paced environment. The role focuses on operational excellence, service quality, and driving team performance to meet business objectives.

The successful candidate will coach staff, monitor SLAs/KPIs, coordinate training, handle escalations and produce reports to drive continuous improvement. Full-time with career progression opportunities.

Qualifications

• Minimum 2–3 years supervisory or team lead experience in a call centre or BPO.
• Strong understanding of travel industry operations and customer service standards.
• Excellent communication and interpersonal skills for coaching and leadership.

Responsibilities

• Supervise and manage daily performance of a customer service team handling travel account inquiries.
• Monitor SLAs, quality standards and KPIs; drive improvements.
• Conduct coaching sessions and performance reviews with team members.
• Identify training needs and coordinate with training to upskill staff.
• Handle escalations and ensure swift resolution and customer satisfaction.
• Prepare and review operational reports and metrics to track trends.
• Enforce policies and collaborate with other teams to optimize processes.
• Support recruitment, scheduling and workforce planning to meet needs.

Skills

Team leadership

Call center knowledge

KPIs & SLAs

Staff coaching

English proficiency

Education

Bachelor's degree or higher

Tools

CRM systems

Job description

About the role

Teleperformance is seeking an experienced BPO Operations Supervisor for the Travel Account to join our team at our Pasay City Metro Manila 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 optimise 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 analyse data, identify performance gaps and implement corrective actions
• Strong problem-solving skills and the ability to handle high-pressure situations with composure
• Excellent organisational 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 organisation. 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 organization that invests in its people and recognizes excellence and dedication.