Operations Supervisor – Travel & Hospitality Account

Gratitude Philippines; Manila; On-site; PHP 391,000 - 502,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Operations Supervisor to lead a Travel or Hospitality account in a BPO, overseeing daily operations, coaching a team, monitoring KPIs, handling escalations, and driving process improvements to ensure service quality and customer satisfaction.

The ideal candidate has leadership experience in travel/hospitality BPO, strong communication skills, and the ability to work 100% onsite at Rockwell, Pasig in a night-shift schedule.

Qualifications

• 2–3 years of leadership or supervisory experience in a BPO.
• Mandatory Travel or Hospitality account experience in a BPO.
• Strong background in customer service operations, issue resolution, and escalation management.
• Proven experience developing and guiding a team of individual contributors.
• Willingness to work 100% onsite in Rockwell, Pasig and night shift.

Responsibilities

• Oversee day-to-day customer service operations and ensure adherence to procedures and standards.
• Lead, supervise, and support a team of individual contributors in a BPO environment.
• Monitor KPIs, productivity, quality, customer satisfaction, and service levels.
• Conduct coaching, feedback, and performance reviews to improve effectiveness.
• Handle complex customer concerns and escalations with timely resolution.
• Identify operational gaps and drive continuous improvement initiatives.
• Implement short-term action plans to enhance service delivery and performance.
• Ensure compliance with policies, client requirements, and SOPs.
• Coordinate with internal stakeholders to address issues and maintain quality.
• Prepare and review performance reports, identify trends, and propose actions.
• Take ownership of operational decisions within scope.
• Promote teamwork, accountability, and a customer-focused environment.

Skills

Leadership

Team coaching

KPI monitoring

Escalation management

Communication

Job description

Job Description: Operations Supervisor – Travel & Hospitality Account

Job Title: Operations Supervisor
Industry: BPO / Customer Service Operations
Work Location: Rockwell, Pasig, Philippines
Work Setup: 100% Onsite
Shift Schedule: Night Shift
Salary Range: ₱35,000–₱45,000 per month
Target Start Date: ASAP
Recruitment Process: Initial Interview and Final Interview

Job Overview

We are looking for an experienced Operations Supervisor to lead and manage a team of customer service professionals within a Travel or Hospitality account in a BPO environment. The successful candidate will oversee daily operations, monitor team performance, manage customer escalations, and implement process improvements to ensure service quality, operational efficiency, and customer satisfaction.

The ideal candidate should have a strong background in BPO customer service operations, proven leadership experience, and relevant Travel or Hospitality account experience.

Key Responsibilities

• Oversee day-to-day customer service operations and ensure adherence to established procedures and service standards.
• Lead, supervise, and support a team of individual contributors in a BPO environment.
• Monitor key performance indicators (KPIs), productivity, quality, customer satisfaction, and service-level performance.
• Conduct regular coaching, feedback sessions, and performance reviews to improve team effectiveness.
• Handle complex customer concerns and escalations, ensuring timely and effective resolution.
• Identify operational challenges, process gaps, and opportunities for continuous improvement.
• Implement short-term action plans to improve service delivery and operational performance.
• Ensure compliance with company policies, client requirements, and standard operating procedures.
• Coordinate with internal stakeholders to address operational issues and maintain service quality.
• Prepare and review performance reports, identify trends, and recommend corrective actions.
• Take ownership of operational decisions within the assigned scope of responsibility.
• Promote teamwork, accountability, and a customer-focused work environment.

Qualifications and Requirements

• At least 2–3 years of leadership or supervisory experience in a BPO or customer service environment.
• Mandatory experience in a Travel or Hospitality account, or relevant Travel industry experience within a BPO environment.
• Strong background in customer service operations, customer issue resolution, and escalation management.
• Proven experience managing and developing a team of individual contributors.
• Knowledge of KPI monitoring, performance management, coaching, and process improvement.
• Ability to manage daily operations and resolve customer or operational issues independently within the assigned scope.
• Demonstrated ability to identify process gaps and implement improvements.
• Excellent communication, leadership, coaching, and problem-solving skills.
• Willingness to work 100% onsite in Rockwell, Pasig.
• Willingness to work on a night shift.
• Must be available to start as soon as possible.

Compensation and Work Details

• Monthly Salary: ₱35,000–₱45,000.
• Work Arrangement: Onsite.
• Location: Rockwell, Pasig.
• Shift: Night Shift.
• Start Date: ASAP.

Recruitment Process

1. Initial Interview.
2. Final Interview.

Pre-Screening Questions

1. How many years of total BPO experience do you have?
2. How many years of leadership or supervisory experience do you have in a BPO environment?
3. Do you have Travel or Hospitality account experience within a BPO? If yes, please specify the account and duration.
4. How many team members have you handled directly?
5. What was your last drawn salary?
6. What is your expected salary?
7. Are you willing to work onsite in Rockwell, Pasig, on a night shift?
8. What is your notice period, and how soon can you start?

Important Hiring Note

Former employees of Teleperformance are not eligible for rehire, whether directly or through a third-party agency.

Candidates must meet the Travel/Hospitality experience requirement and be comfortable with the onsite and night-shift arrangements to be considered.