Operations Supervisor - GDS Experience

TP Systems; Taguig; On-site; PHP 446,000 - 725,000; Full time

Job summary

Teleperformance Philippines is seeking a capable Team Leader for its Travel account in Metro Manila. The successful candidate will lead a team of customer service agents, ensuring service excellence while meeting business objectives.

You will coach the team, manage scheduling, and drive performance through GDS platforms such as Amadeus, Galileo, and Sabre. Ideal candidates have 3–5 years in customer service/BPO, with at least 2 years in a supervisory role, and strong communication skills.

Qualifications

• 3–5 years in customer service or BPO environment.
• At least 2 years in a supervisory or team leadership role.
• Strong communication and interpersonal skills with ability to motivate a team.
• Proven hands-on experience with GDS systems (Amadeus, Galileo or Sabre).

Responsibilities

• Lead, supervise, and mentor a team of customer service representatives to ensure high-quality service and adherence to quality metrics.
• Manage day-to-day operations of the travel account, including scheduling and staffing to meet SLAs.
• Provide coaching and performance feedback, and conduct training on GDS systems and travel policies.
• Monitor KPIs, call handling times, CSAT, and first-call resolution; develop action plans to improve performance.
• Handle escalated customer issues and ensure timely resolution and satisfaction.
• Maintain accuracy in bookings and GDS platforms in line with procedures.
• Collaborate with the Account Manager and other departments on policies and system updates.
• Conduct regular team meetings and track attendance, leave, and productivity.

Skills

GDS Amadeus

GDS Galileo

GDS Sabre

Team leadership

Customer service

Tools

Microsoft Office

Job description

About the role

Teleperformance Philippines is looking for a highly motivated Team Leader with strong leadership experience in a Travel account and hands-on knowledge of Global Distribution Systems (GDS). The successful candidate will be responsible for driving team performance, ensuring operational excellence, and supporting agents in delivering exceptional customer service while achieving business objectives.

Key responsibilities:

• Lead, supervise, and mentor a team of customer service representatives to ensure consistent delivery of high-quality service standards and adherence to quality metrics
• Manage day-to-day operations of the travel account, including scheduling, staffing, and resource allocation to meet service level agreements
• Provide coaching and performance feedback to team members, identifying development opportunities and conducting training sessions on GDS systems, travel policies, and customer service excellence
• Monitor and analyse key performance indicators (KPIs), including call handling times, customer satisfaction scores, and first-call resolution rates, and develop action plans to improve performance
• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction
• Maintain accuracy in booking systems and GDS platforms, ensuring all transactions are completed correctly and in accordance with company procedures
• Collaborate with the Account Manager and other departments to implement new policies, procedures, and system updates
• Conduct regular team meetings to communicate updates, celebrate achievements, and address operational challenges
• Track attendance, leave management, and productivity metrics for the team
• Contribute to the development and maintenance of standard operating procedures and best practice documentation

What we're looking for:

• Proven experience of at least 3-5 years in a customer service or BPO environment, with a minimum of 2 years in a supervisory or team leadership role
• Strong expertise and hands-on experience with Global Distribution Systems (GDS) such as Amadeus, Galileo, or Sabre; GDS experience is essential for this role
• Demonstrated knowledge of travel industry operations, including flight bookings, hotel reservations, and travel policies
• Excellent communication and interpersonal skills, with the ability to build rapport with team members and customers
• Strong leadership capabilities with the ability to motivate, develop, and inspire team members to achieve targets
• Proficiency in Microsoft Office applications and familiarity with workforce management and call center systems
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment
• Outstanding problem-solving skills and ability to make sound decisions under pressure
• Customer-focused mindset with a commitment to delivering exceptional service quality
• Strong analytical and reporting skills, with the ability to interpret data and provide actionable insights