Travel & Hospitality Ops Supervisor: Lead & Optimize

Gratitude Philippines; Iloilo City; On-site; PHP 406,000 - 487,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor to lead a frontline customer service team onsite in a travel and hospitality setting. The role focuses on coaching, monitoring performance, and implementing QA processes to uphold service levels.

You will collaborate with department heads to optimize workflows, drive continuous improvement, and ensure compliance with client requirements and internal policies. A shifting schedule is expected.

Qualifications

• 1-2 years’ experience in a contact center operations supervisory role.
• Strong people management skills with the ability to lead, motivate and develop a team.
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.
• Proficient in using contact center software and reporting tools.
• Understanding of contact center metrics and the ability to drive performance improvements.
• Familiarity with compliance and quality assurance processes in a contact center environment.
• Willing to work on a shifting schedule.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback.
• Monitor and analyze team and individual performance metrics to identify areas for improvement.
• Implement effective quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and implement new policies or procedures.
• Foster a positive, motivating team environment to support high staff engagement and retention.
• Identify and address any operational issues, escalating to senior management as needed.
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Skills

People management

Verbal communication

Written communication

Problem-solving

Contact center software

Reporting tools

Contact center metrics

Quality assurance

Compliance

Tools

Contact center software

Job description

Gratitude Philippines is seeking an Operations Supervisor to lead a frontline customer service team onsite in a travel and hospitality setting. The role focuses on coaching, monitoring performance, and implementing QA processes to uphold service levels.

You will collaborate with department heads to optimize workflows, drive continuous improvement, and ensure compliance with client requirements and internal policies. A shifting schedule is expected.