Travel & Hospitality BPO Supervisor (Night Shift)

Gratitude Philippines; Manila; On-site; PHP 1,004,000 - 1,339,000; Full time

Job summary

Gratitude Philippines is seeking an experienced BPO leader with a strong background in Travel, Hospitality, and Customer Service Operations to drive daily operations and staff performance. The role requires onsite work in Rockwell, Pasig and night-shift coverage, with an availability to start by October 5, 2026.

The ideal candidate will demonstrate proven team leadership, KPI management, and effective handling of escalations to ensure exceptional service delivery within a Travel & Hospitality

Qualifications

• 2–3 years of leadership or supervisory experience in a BPO/customer service environment.
• BPO experience handling a Travel or Hospitality account.
• Strong background in customer service operations, escalations, and issue resolution.
• Proven experience leading and managing a team.
• Knowledge of KPI management, performance monitoring, coaching, and process improvement.
• Strong communication, coaching, and problem-solving skills.
• Able to manage daily operations and resolve customer/operational concerns.
• Willing to work onsite in Rockwell, Pasig.
• Willing to work night shift.
• Available to start October 5, 2026.

Responsibilities

• Lead and manage travel & hospitality BPO operations.
• Oversee customer service operations, escalations, and issue resolution.
• Coach and develop staff; monitor performance against KPIs.
• Ensure daily operations run smoothly and address concerns promptly.

Skills

Leadership

Team management

KPI management

Performance monitoring

Coaching

Communication

Problem solving

Customer service operations

Escalations & issue resolution

Job description

Gratitude Philippines is seeking an experienced BPO leader with a strong background in Travel, Hospitality, and Customer Service Operations to drive daily operations and staff performance. The role requires onsite work in Rockwell, Pasig and night-shift coverage, with an availability to start by October 5, 2026.

The ideal candidate will demonstrate proven team leadership, KPI management, and effective handling of escalations to ensure exceptional service delivery within a Travel & Hospitality