Operations Supervisor – Egencia-META

Gratitude Philippines; Manila; On-site; PHP 457,000 - 547,000; Full time

Benefits offered by this job

Onsite at McKinley West

Job summary

Gratitude Philippines is seeking a customer service operations supervisor to lead a team of agents at the McKinley West site in Taguig. You will coach, train, and provide performance feedback while monitoring metrics to drive improvements.

The role requires a strong focus on quality assurance and adherence to client requirements and internal policies. Onsite with shifting schedule, the position offers a competitive monthly salary up to ₱45,000 and growth opportunities in travel and hospitality

Qualifications

• Minimum 1–2 years' experience in a contact center/BPO operations supervisory role.
• GDS experience of at least 3 years.
• Strong people management and communication skills.
• Proficient in using contact center software and reporting tools.

Responsibilities

• Manage a team of customer service representatives.
• Provide coaching, training, and performance feedback.
• Monitor and analyze team and individual performance metrics.
• Implement quality assurance processes and drive operational excellence.
• Collaborate with department heads to optimize workflows.
• Foster a positive, motivating team environment.
• Identify and address operational issues; escalating to senior management as needed.
• Ensure compliance with client requirements, contractual obligations, and internal policies.

Skills

People management

Verbal & written communication

Problem solving

Contact center software

Performance metrics

Compliance & QA

Shifting schedule

Tools

GDS (Global Distribution System)

Job description

PROGRAM: Egencia-META / Operations / Travel & Hospitality
WORK LOCATION: McKinley West, Taguig
WORK SETUP & SCHEDULE: Onsite / Shifting
SALARY: Max of ₱45,000
START DATE: November 8, 2026

Role Overview

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.

Key Responsibilities

• Manage a team of customer service representatives
• Provide coaching, training, and performance feedback
• Monitor and analyze team and individual performance metrics
• Implement quality assurance processes and drive operational excellence
• Collaborate with department heads to optimize workflows
• Foster a positive, motivating team environment
• Identify and address operational issues; escalating to senior management as needed
• Ensure compliance with client requirements, contractual obligations, and internal policies

Qualifications

• Minimum 1–2 years' experience in a contact center/BPO operations supervisory role – required
• Must have GDS (Global Distribution System) experience of at least 3 years – required
• Strong people management skills with the ability to lead, motivate, and develop a team
• Excellent verbal and written communication skills
• Problem-solving mindset with a keen eye for detail and focus on 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

Why Join?

• Competitive salary: up to ₱45,000
• Prime McKinley West, Taguig location
• Career growth in operations management and travel & hospitality
• Dynamic and supportive team environment