Operations Supervisor - GDS Experience

Rouxel TP; Taguig; Sur place; PHP 502 000 - 837 000; Plein temps

Résumé du poste

Teleperformance Philippines is seeking a proactive Team Leader to drive performance on a Travel account with hands-on GDS expertise. You will coach a team of customer service representatives, manage scheduling and staffing, monitor KPIs, and ensure adherence to quality standards while delivering exceptional service.

You will collaborate with the Account Manager and other departments to implement new policies and process improvements, and you will lead regular team meetings to address challenges

Qualifications

• 3–5 years in a customer service or BPO environment, with at least 2 years in a supervisory or team leadership role
• Hands-on experience with Global Distribution Systems (GDS): Amadeus, Galileo, or Sabre
• Knowledge of travel industry operations: flight bookings, hotel reservations, travel policies
• Excellent communication and interpersonal skills
• Strong leadership to motivate, develop, and inspire the team
• Proficiency in Microsoft Office and workforce management/call center systems
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making under pressure
• Customer-focused mindset and commitment to service quality
• Analytical and reporting skills to interpret data and provide insights

Responsabilités

• Lead, supervise, and mentor a team of customer service representatives to ensure high-quality service and quality metrics
• Manage day-to-day operations of the travel account: scheduling, staffing, and resource allocation to meet SLAs
• Provide coaching and performance feedback; conduct training on GDS systems, travel policies, and service excellence
• Monitor KPIs (call handling times, CSAT, FCR) and develop action plans to improve performance
• Handle escalated customer issues with timely resolution and satisfaction
• Maintain accuracy in booking systems and GDS platforms per procedures
• Collaborate with the Account Manager and other departments for policy and system updates
• Conduct regular team meetings to communicate updates and address challenges
• Track attendance, leave management, and productivity metrics
• Contribute to SOPs and best-practice documentation

Connaissances

Leadership

Customer service

Team coaching

Communication

Data analysis

Outils

Amadeus

Galileo

Sabre

Description du poste

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