Travel & Hospitality Operations Lead

Gratitude Philippines

Manila

On-site

PHP 480,000 - 720,000

Full time

6 days ago

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Job summary

Gratitude Philippines is seeking an experienced Operations Supervisor to lead day-to-day Travel and Hospitality operations, supervise team performance, and ensure excellent customer service for a key client.

You will coach, monitor KPIs, manage escalations, and implement process improvements to meet operational targets. This role requires strong leadership, fast-paced adaptability, and a commitment to quality in a Travel and Hospitality BPO setting, onsite at MOA.

Qualifications

Bachelor's degree in any field is preferred.
2+ years of experience in a supervisory or team leadership role within BPO, Travel, Hospitality, Customer Service, or related operations.
Experience handling a Travel and Hospitality account is highly preferred.
Strong knowledge of contact center operations, performance management, and customer service.
Proven experience managing teams and achieving operational KPIs.
Strong problem-solving, decision-making, and escalation-handling skills.
Excellent verbal and written communication skills.
Ability to analyze reports and performance data.
Strong coaching, mentoring, and people-management skills.
Ability to work effectively in a fast-paced and target-driven environment.

Responsibilities

Supervise daily operations and ensure smooth delivery of Travel and Hospitality services.
Lead, coach, and motivate a team to achieve productivity, quality, customer satisfaction, and operational targets.
Monitor team performance and provide regular coaching and feedback.
Ensure compliance with company policies, procedures, quality standards, and client requirements.
Handle escalated customer concerns and operational issues in a timely and professional manner.
Monitor key performance indicators (KPIs), service levels, productivity, attendance, and quality metrics.
Prepare and analyze operational reports and identify trends or performance gaps.
Develop and implement action plans to improve team and individual performance.
Coordinate with support teams and other stakeholders to resolve operational issues.
Conduct team huddles, performance reviews, coaching sessions, and process updates.
Ensure employees are properly trained and equipped to handle customer and operational requirements.
Identify process improvement opportunities and recommend solutions to increase efficiency.
Maintain a positive customer experience while achieving business and operational objectives.
Support workforce planning, staffing, scheduling, and resource requirements when needed.
Promote teamwork, accountability, and continuous improvement within the operation.