Travel & Hospitality Operations Lead – Customer Service

Proselect Management Inc; Cebu City; On-site; PHP 558,000 - 837,000; Full time

Job summary

A leading customer service solutions provider is seeking an experienced Operations Supervisor to lead customer service operations in Cebu City. The ideal candidate will manage teams handling various support channels and ensure operational excellence. Responsibilities include overseeing customer concerns, driving process improvements, and mentoring team members. Candidates with a strong background in customer service operations and travel & hospitality experience are preferred. This role is critical in maintaining quality standards and achieving business goals.

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role.
• Strong background in Customer Service Operations.
• Strong analytical, problem-solving, and decision-making skills.

Responsibilities

• Supervise daily customer service operations in a high-volume environment.
• Manage teams handling phone, chat, email, and/or walk-in customer support.
• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met.

Skills

Customer Service Operations

Analytical skills

Problem-solving skills

Communication skills

Stakeholder management

Job description

A leading customer service solutions provider is seeking an experienced Operations Supervisor to lead customer service operations in Cebu City. The ideal candidate will manage teams handling various support channels and ensure operational excellence. Responsibilities include overseeing customer concerns, driving process improvements, and mentoring team members. Candidates with a strong background in customer service operations and travel & hospitality experience are preferred. This role is critical in maintaining quality standards and achieving business goals.