Operations Supervisor- Travel account

Gratitude Philippines; Manila; Presencial; PHP 457.000 - 547.000; Jornada completa

Descripción de la vacante

Gratitude Philippines in Manila is hiring an Operations Supervisor to lead a customer service team at McKinley West, Taguig. This onsite role requires shifting schedules and focuses on coaching, QA, and improving performance metrics to meet client obligations.

The ideal candidate has 1–2 years in CC/BPO supervision, 3+ years with GDS, and strong people leadership, communication, and problem-solving skills. Proficiency with CC software and QA processes is essential for success.

Formación

• 1–2 years' experience in a contact center/BPO operations supervisory role.
• GDS (Global Distribution System) experience of at least 3 years.
• Strong people management and leadership abilities.
• Excellent verbal and written communication skills.
• Detail-oriented with a drive for continuous improvement.
• Proficient in using contact center software and reporting tools.
• Familiar with compliance and quality assurance in CC environments.
• Willing to work on a shifting schedule.

Responsabilidades

• 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 operational issues, escalating to senior management as needed.
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Conocimientos

People management

Communication skills

Problem solving

Continuous improvement

Coaching and training

GDS experience

Herramientas

Contact center software

Reporting tools

Descripción del empleo

Job Title: Operations Supervisor

Program :Egencia-META/Operations/Travel &Hospitality

Work Location: McKinley West,Taguig

Work Setup & Schedule: Onsite/Shifting

Salary: Max of 45k

Start date: November 8

HC :4

Job Details:

What you'll be doing

• 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

Qualifications :

• Minimum 1-2 years' experience in a contact center /BPO operations supervisory role.
• Must have GDS (Global Distribution System) experience of at least 3 years
• Strong people management skills with the ability to lead, motivate and develop a team
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
• Proficient in using contact center software and reporting tools
• Understanding of contact center metrics and the ability to drive performance improvements
• Familiarity with compliance and quality assurance processes in a contact center environment
• Willing to work on a shifting schedule.