Operations Supervisor (Travels)

Stafflink Express; Pasig; On-site; PHP 446,000 - 670,000; Full time

Job summary

Stafflink Express is seeking an Operations Supervisor to lead customer service across phone, chat and text, overseeing day-to-day activities and driving improvements in a fast-paced BPO.

The ideal candidates have 2–3 years of supervisory experience in travel/hospitality within a BPO, strong KPI management and coaching skills, and are willing to work onsite in Rockwell, Pasig on a night shift, starting October 5, 2026.

Qualifications

• 2–3 years of leadership or supervisory experience in a BPO/customer service environment
• Travel/Hospitality account experience or relevant Travel background within a BPO environment
• Strong experience in customer service operations, handling customer concerns and escalations
• Proven experience leading and managing a team of individual contributors
• Knowledge of KPI management, performance monitoring, coaching, and process improvement
• Demonstrated ability to identify process gaps and implement improvements
• Strong communication, coaching, and problem-solving skills
• Willing to work onsite in Rockwell, Pasig
• Willing to work on a night shift
• Available to start October 5, 2026

Responsibilities

• Manage and oversee the implementation of short-term activities within the team
• Provide customer service and support via phone, online chat, or text
• Perform customer issue analysis and resolution in response to inquiries
• Act as liaison between customers, production and distribution departments related to specific customer orders
• Provide technical and non-technical customer support in a walk-in service center
• Manage day-to-day operations and resolve operational and customer issues within a defined scope
• Identify process gaps and implement improvements
• Manage KPIs, performance monitoring, and coaching of team members
• Lead and manage a team of individual contributors
• Supervise the work of less experienced professionals providing professional expertise and taking responsibility for the end-product

Skills

Leadership

Customer service

KPI management

Coaching

Process improvement

Communication

Job description

About the role

Operations Supervisor role providing customer service and support across multiple channels including phone, online chat, and text. The position involves managing and overseeing the implementation of short-term activities within the team, with responsibility for day-to-day operations and resolution of operational and customer issues within a defined scope. This role typically manages a team of Individual Contributor co-workers and is expected to significantly improve day-to-day activities and processes.

Key responsibilities

• Manage and oversee the implementation of short-term activities within the team

• Provide customer service and support via phone, online chat, or text

• Perform customer issue analysis and resolution in response to inquiries

• Act as liaison between customers, production and distribution departments related to specific customer orders

• Provide technical and non-technical customer support in a walk-in service center

• Manage day-to-day operations and resolve operational and customer issues within a defined scope

• Identify process gaps and implement improvements

• Manage KPIs, performance monitoring, and coaching of team members

• Lead and manage a team of individual contributors

• Supervise the work of less experienced professionals providing professional expertise and taking responsibility for the end-product

About you

• At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment

• Travel/Hospitality account experience or relevant Travel background within a BPO environment

• Strong experience in customer service operations, handling customer concerns and escalations

• Proven experience leading and managing a team of individual contributors

• Knowledge of KPI management, performance monitoring, coaching, and process improvement

• Demonstrated ability to identify process gaps and implement improvements

• Strong communication, coaching, and problem-solving skills

• Willing to work onsite in Rockwell, Pasig

• Willing to work on a night shift

• Available to start October 5, 2026