Operations Supervisor (Travel)

Stafflink Express; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Stafflink Express is seeking a seasoned team leader for its BPO/customer service operations, with travel/hospitality account experience. The role is onsite at Rockwell, Pasig, requiring strong leadership, KPI oversight, and a focus on process improvement to enhance customer satisfaction.

The ideal candidate will coach a team of individual contributors, manage day-to-day operations, and handle escalations while driving performance improvements across the contact center environment.

Qualifications

• At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment.
• Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment.
• Strong experience in customer service operations, handling customer concerns and escalations.
• Proven experience leading and managing a team of individual contributors.
• Knowledge of KPI management, performance monitoring, coaching, and process improvement.
• Able to manage day-to-day operations and resolve operational/customer issues within a defined scope.
• Demonstrated ability to identify process gaps and implement improvements.
• Strong communication, coaching, and problem-solving skills.
• Willing to work onsite in Rockwell, Pasig

Responsibilities

• Lead and supervise a BPO/customer service team.
• Oversee day-to-day operations within a defined scope.
• Identify process gaps and implement improvements.
• Coach and develop team members to meet KPIs.
• Manage escalations and ensure customer satisfaction.
• Coordinate with cross-functional teams in Rockwell, Pasig.

Skills

Leadership experience

Travel/Hospitality BPO

Customer service operations

Team management

KPI management

Process improvement

Communication skills

Coaching

Problem solving

On-site availability

Job description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers, including Remote Customer Service

Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low-complexity inquiries; Customer issue analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service

Performed in a distribution center, product returns/repair center, or field walk-in customer service facility, including Acting as liaison between customers, production and distribution departments related to specific customer orders

Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.

Executes specialized projects and activities, typically working according to set principles.

Usually generates and initiates own workload and doesn't need instructions or guidelines.

Might supervise the work of less experienced professionals providing professional expertise and taking responsibility for the end-product.

Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team.

Decisions are of an operational nature within a defined scope.

Positions on this level delivers their share of professional responsibilities, focusing on professional excellence.

Typically manages a team of Individual Contributor co-workers.

Qualifications

• At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment
• Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment
• Strong experience in customer service operations, handling customer concerns and escalations
• Proven experience leading and managing a team of individual contributors
• Knowledge of KPI management, performance monitoring, coaching, and process improvement
• Able to manage day-to-day operations and resolve operational/customer issues within a defined scope
• Demonstrated ability to identify process gaps and implement improvements
• Strong communication, coaching, and problem-solving skills
• Willing to work onsite in Rockwell, Pasig