Operations Supervisor - GDS Experience

TP; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Teleperformance Philippines is seeking a Team Leader with strong travel account leadership and hands-on GDS experience to drive team performance and service quality.

The role focuses on coaching agents, managing travel bookings via Amadeus, Galileo, or Sabre, and ensuring adherence to SLA and quality metrics. You will collaborate across departments to implement new policies while maintaining exceptional customer experiences.

Qualifications

• 3–5 years in customer service or BPO with at least 2 years in a supervisory role.
• Hands-on experience with GDS systems (Amadeus, Galileo or Sabre) is essential.
• Strong communication, leadership, and data-driven decision making.

Responsibilities

• Lead and mentor a team of customer service representatives to meet quality metrics.
• Manage day-to-day travel account operations, including scheduling and staffing.
• Coach agents on GDS usage and travel policies to ensure service excellence.
• Monitor KPIs and implement action plans to improve performance.
• Handle escalated customer issues and ensure timely resolutions.
• Maintain accurate bookings in GDS platforms and ensure procedures are followed.
• Collaborate with Account Manager and other departments on policies and updates.
• Conduct regular team meetings and track attendance and productivity.
• Contribute to SOPs and best practice documentation.

Skills

Team leadership

Customer service

GDS knowledge

KPI analysis

Training & coaching

Communication skills

Problem solving

Multitasking

Data analysis

Tools

Amadeus

Galileo

Sabre

MS Office

Job description

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