Travel & Hospitality Ops Lead — Onsite Night Shift

Gratitude Philippines; Manila; On-site; PHP 391,000 - 502,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Operations Supervisor to lead a Travel or Hospitality account in a BPO, overseeing daily operations, coaching a team, monitoring KPIs, handling escalations, and driving process improvements to ensure service quality and customer satisfaction.

The ideal candidate has leadership experience in travel/hospitality BPO, strong communication skills, and the ability to work 100% onsite at Rockwell, Pasig in a night-shift schedule.

Qualifications

• 2–3 years of leadership or supervisory experience in a BPO.
• Mandatory Travel or Hospitality account experience in a BPO.
• Strong background in customer service operations, issue resolution, and escalation management.
• Proven experience developing and guiding a team of individual contributors.
• Willingness to work 100% onsite in Rockwell, Pasig and night shift.

Responsibilities

• Oversee day-to-day customer service operations and ensure adherence to procedures and standards.
• Lead, supervise, and support a team of individual contributors in a BPO environment.
• Monitor KPIs, productivity, quality, customer satisfaction, and service levels.
• Conduct coaching, feedback, and performance reviews to improve effectiveness.
• Handle complex customer concerns and escalations with timely resolution.
• Identify operational gaps and drive continuous improvement initiatives.
• Implement short-term action plans to enhance service delivery and performance.
• Ensure compliance with policies, client requirements, and SOPs.
• Coordinate with internal stakeholders to address issues and maintain quality.
• Prepare and review performance reports, identify trends, and propose actions.
• Take ownership of operational decisions within scope.
• Promote teamwork, accountability, and a customer-focused environment.

Skills

Leadership

Team coaching

KPI monitoring

Escalation management

Communication

Job description

Gratitude Philippines is seeking an experienced Operations Supervisor to lead a Travel or Hospitality account in a BPO, overseeing daily operations, coaching a team, monitoring KPIs, handling escalations, and driving process improvements to ensure service quality and customer satisfaction.

The ideal candidate has leadership experience in travel/hospitality BPO, strong communication skills, and the ability to work 100% onsite at Rockwell, Pasig in a night-shift schedule.