operations Supervisor- Travel and hospitality

Recruitify_HR; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Recruitify_HR is seeking a seasoned General Customer Service Team Lead for onsite duties in Metro Manila. The role focuses on overseeing high-volume customer support, ensuring service quality, and guiding a team of agents in a fast-paced BPO environment.

You will analyze complex cases, coordinate with production and distribution, and drive improvements in daily processes while maintaining exceptional communication with customers and internal stakeholders.

Qualifications

• 12 years of experience as a Team Lead or Supervisor.
• Experience in the travel, hospitality, or airline industry in a BPO setting.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Results-driven and capable of working under pressure.
• Familiarity with travel systems, tools, or GDS platforms.

Responsibilities

• Provide call center-based support for high-volume, low-complexity inquiries.
• Analyze and resolve customer issues, coordinating with production and distribution.
• Support walk-in customers in a service center and liaison with internal teams.
• Lead a team of professionals, improving day-to-day processes.
• Oversee short-term team activities and ensure operational decisions stay within scope.
• Ensure professional excellence and accountability in deliverables.

Skills

Leadership

People management

Communication

Interpersonal skills

Problem solving

Tools

GDS platforms

Job description

General Customer Service

Work Setup: Onsite, McKinley West

Shift: Night Shift

Responsibilities

• Call center-based customer support in response to a high volume of low complexity inquiries.
• Customer issues 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 this specialization are not compensated based on achievement of sales targets.
• Positions at this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
• Executes specialized projects and activities and typically works 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 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 deliver their share of professional responsibilities focusing on professional excellence.
• Typically manages a team of individual contributor co‑workers.

Qualifications

• 12 years of experience as a Team Lead or Supervisor.
• Experience in the travel, hospitality, or airline industry in a BPO setting.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Results‑driven and capable of working under pressure.
• Familiarity with travel systems, tools, or GDS platforms.