Operations Supervisor (BPO - Travel/ Hospitality)

Proselect Management Inc; Cebu City; On-site; PHP 558,000 - 837,000; Full time

Job summary

A leading customer service solutions provider is seeking an experienced Operations Supervisor to lead customer service operations in Cebu City. The ideal candidate will manage teams handling various support channels and ensure operational excellence. Responsibilities include overseeing customer concerns, driving process improvements, and mentoring team members. Candidates with a strong background in customer service operations and travel & hospitality experience are preferred. This role is critical in maintaining quality standards and achieving business goals.

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role.
• Strong background in Customer Service Operations.
• Strong analytical, problem-solving, and decision-making skills.

Responsibilities

• Supervise daily customer service operations in a high-volume environment.
• Manage teams handling phone, chat, email, and/or walk-in customer support.
• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met.
• Liaise between customers and internal departments (ops, production, distribution).
• Ensure SLAs, KPIs, and quality standards are consistently met.
• Drive process improvements and contribute to new workflows.
• Act as escalation point and final decision-maker for complex cases.
• Coach and develop team members to improve performance and engagement.
• Support training initiatives and knowledge-sharing across teams.

Skills

Customer Service Operations

Analytical skills

Problem-solving skills

Communication skills

Stakeholder management

Problem solving

Job description

Job Title: Operations Supervisor – Customer Service (Travel & Hospitality)

Job Summary

We are seeking an experienced Operations Supervisor to lead customer service operations supporting business and/or end-consumer clients. This role oversees post-sale technical and non-technical support delivered through remote channels (phone, chat, email) and/or distribution or service center environments.

The ideal candidate will drive operational excellence, support complex issue resolution, and serve as a subject matter expert while coaching and mentoring team members.

Key Responsibilities

• Supervise daily customer service operations in a high-volume environment
• Manage teams handling phone, chat, email, and/or walk-in customer support
• Oversee resolution of both low-complexity and high-complexity customer concerns
• Act as liaison between customers and internal departments (operations, production, distribution, etc.)
• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met
• Drive process improvements and contribute to the development of new solutions and workflows
• Serve as escalation point and final decision-maker for complex or sensitive cases
• Coach, mentor, and develop team members to improve performance and engagement
• Support training initiatives and knowledge-sharing across teams

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role
• Strong background in Customer Service Operations
• Preferably with Travel & Hospitality experience (BPO or non-BPO experience accepted)
• Open to experienced Team Leaders with 6+ years of Travel & Hospitality experience seeking career progression
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management abilities
• Proven experience coaching and developing teams

Preferred Skills

• Experience handling travel-related accounts (airlines, hotels, OTAs, reservations, ticketing, etc.)
• Exposure to both remote customer service and service center environments
• Ability to manage high-volume operations while maintaining quality standards
• Strong understanding of operational metrics and performance management