Operations Supervisor: Travel & Hospitality Lead

Gratitude Philippines; Manila; On-site; PHP 268,000 - 446,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for our Travel and Hospitality program at MOA. This onsite role oversees a team of customer service representatives, providing coaching and performance feedback to ensure service excellence.

You will monitor team metrics, implement QA processes, collaborate with department heads to optimize workflows, and address operational issues while maintaining client requirements and internal policies. Shift work is required.

Qualifications

• 1–2 years' experience in a contact center operations supervisory role.
• Strong people management, 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.

Responsibilities

• 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

Skills

People management

Coaching & training

Communication

Problem solving

Performance metrics

Quality assurance

Compliance

Shift work

Team leadership

Reporting tools

Tools

Reporting tools

Job description

Gratitude Philippines is seeking an Operations Supervisor for our Travel and Hospitality program at MOA. This onsite role oversees a team of customer service representatives, providing coaching and performance feedback to ensure service excellence.

You will monitor team metrics, implement QA processes, collaborate with department heads to optimize workflows, and address operational issues while maintaining client requirements and internal policies. Shift work is required.