Operations Supervisor – Travel & Hospitality BPO | Customer Service

Gratitude Philippines; Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Operations Supervisor to manage customer service operations for a Travel/Hospitality BPO account in Rockwell, Pasig. The ideal candidate should have strong leadership skills, with at least 2-3 years of supervisory experience in BPO operations.

The role involves leading a team, ensuring the achievement of KPIs, and coaching team members to improve performance. This is a full-time position requiring onsite work with a night shift schedule.

Qualifications

• Minimum 2-3 years of leadership or supervisory experience in a BPO/customer service environment.
• Mandatory Travel or Hospitality account experience, or relevant Travel background within a BPO environment.
• Strong experience in customer service operations and handling customer concerns and escalations.

Responsibilities

• Lead and manage a team of customer service professionals, ensuring achievement of KPIs.
• Manage day-to-day BPO customer service operations, including customer concerns and escalations.
• Conduct coaching, performance monitoring, and development activities to improve performance.
• Identify process gaps and implement improvements to enhance operational efficiency.
• Provide timely resolution to customer and process issues within the defined scope.

Skills

BPO Operations Management

Team Leadership & People Management

Customer Service & Escalation

KPI & Performance Management

Travel & Hospitality Process

Job description

Job Title : OPERATIONS SUPERVISOR - TRAVEL & HOSPITALITY BPO

JOB DESCRIPTION

We are hiring an experienced Operations Supervisor to lead customer service operations for a Travel/Hospitality BPO account in Rockwell, Pasig. The role is responsible for managing day-to-day operations, leading a team of individual contributors, monitoring KPIs, handling customer escalations, coaching team members, and driving process improvements.

The ideal candidate should have strong BPO operations and customer service experience, with previous Travel or Hospitality account experience and proven leadership and team-handling capabilities.

Location: Rockwell, Pasig, Philippines
Work Setup: Onsite
Shift: Night Shift
Employment Type: Full-Time

KEY RESPONSIBILITIES

• Lead and manage a team of customer service professionals, ensuring achievement of operational, quality, productivity, and customer service KPIs.
• Manage day-to-day BPO customer service operations, including customer concerns, escalations, service issues, and operational requirements.
• Conduct regular coaching, performance monitoring, feedback, and development activities to improve individual and team performance.
• Identify process gaps and implement improvements to enhance operational efficiency, customer experience, and service quality.
• Coordinate operational activities and provide timely resolution to customer and process issues within the defined scope of responsibility.

REQUIRED SKILLS

• BPO Operations Management
• Team Leadership & People Management
• Customer Service & Escalation Management
• KPI & Performance Management
• Travel & Hospitality Process Experience

QUALIFICATIONS

• Minimum 2-3 years of leadership or supervisory experience in a BPO/customer service environment.
• Mandatory Travel or Hospitality account experience, or relevant Travel background within a BPO environment.
• Strong experience in customer service operations and handling customer concerns and escalations.
• Proven experience managing and developing teams of individual contributors.
• Knowledge of KPI management, performance monitoring, coaching, and process improvement.
• Strong communication, coaching, decision-making, and problem-solving skills.
• Ability to manage day-to-day operations and resolve operational issues within a defined scope.
• Willing to work onsite in Rockwell, Pasig.
• Willing to work on a night shift.

IMPORTANT NOTES

• Former Teleperformance employees are not eligible for rehire, either directly or through a third-party company.
• This position requires onsite work in Rockwell, Pasig.
• Night shift schedule is required.