Travel Center Ops & Performance Lead

Gate 1 Travel Philippines Contact Center Inc.; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Gate 1 Travel Philippines Contact Center Inc. is seeking an Operations Manager to support the Regional Manager by supervising Team Leaders across Reservations Sales, Reservations Service, and other support departments.

This role blends hands-on people leadership with operational and performance management, translating department goals into consistent on-the-floor execution. This role requires strong analytics, sound judgment, and a service-oriented mindset, with the ability to coach teams,

Qualifications

• Minimum 6 years of experience in travel/tourism/contact center.
• At least 3 years in leadership as Team Leader or similar.
• Experience coaching and managing team performance.
• Strong understanding of contact center performance metrics.
• Experience supporting sales or customer service accounts in a BPO.
• Strong analytical skills to interpret performance data.
• English communication skills, written and spoken.
• Proficient in Microsoft 365 (Outlook, Word, Excel, Teams).
• Familiarity with Amadeus GDS preferred.

Responsibilities

• Supervise Team Leaders and provide coaching and development.
• Monitor real-time queue performance with Workforce Management.
• Analyze KPIs and prepare performance reports for the Regional Manager.
• Lead performance management conversations and disciplinary actions.
• Escalate complex customer issues and policy exceptions.
• Collaborate with Training and Workforce Management to improve CX.
• Ensure compliance with policies and regulatory requirements.
• Contribute to SOP updates and calibration sessions.

Skills

Leadership experience

Contact center metrics

Coaching and development

English communication

Microsoft 365

Amadeus GDS

Analytical skills

Performance management

Independent work

Policy exception handling

Education

High School Graduate

Bachelor's degree (preferred)

Tools

Amadeus

MS 365

Job description

Gate 1 Travel Philippines Contact Center Inc. is seeking an Operations Manager to support the Regional Manager by supervising Team Leaders across Reservations Sales, Reservations Service, and other support departments.

This role blends hands-on people leadership with operational and performance management, translating department goals into consistent on-the-floor execution. This role requires strong analytics, sound judgment, and a service-oriented mindset, with the ability to coach teams,