Travel Account Operations Lead

Teleperformance; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

Teleperformance in Pasay City, Metro Manila, is seeking an experienced BPO Operations Supervisor for the Travel Account to lead a dedicated team in a fast-paced setting. This is a full-time position aimed at delivering exceptional travel customer service and maintaining high performance standards.

The role emphasizes coaching, SLA adherence, process optimization and effective collaboration across departments to drive service quality and business results.

Qualifications

• Proven supervisory or team leadership experience in a call centre or BPO environment.
• Strong knowledge of travel industry operations and customer service standards.
• Excellent communication and interpersonal skills with the ability to lead and develop teams.
• Understanding of KPIs, SLAs, and workforce management principles.
• Proficiency with BPO systems and reporting platforms.

Responsibilities

• Supervise daily performance of a team handling travel account inquiries and transactions.
• Monitor adherence to SLAs, quality standards and KPIs.
• Provide performance coaching and regular feedback to team members.
• Identify training needs and coordinate with training to upskill staff.
• Handle escalated issues and ensure swift resolution and satisfaction.
• Prepare operational reports and analytics to track performance and trends.
• Enforce policies and QA standards within the team.
• Collaborate with other departments to optimise processes and resolve challenges.
• Support recruitment, scheduling and workforce planning to meet needs.
• Foster a positive team culture and maintain morale.

Skills

Supervisory experience

BPO experience

English proficiency

Leadership skills

Analytical thinking

Education

Bachelor's degree or higher

Tools

WFM software

Reporting tools

Job description

Teleperformance in Pasay City, Metro Manila, is seeking an experienced BPO Operations Supervisor for the Travel Account to lead a dedicated team in a fast-paced setting. This is a full-time position aimed at delivering exceptional travel customer service and maintaining high performance standards.

The role emphasizes coaching, SLA adherence, process optimization and effective collaboration across departments to drive service quality and business results.