Travel Operations Lead — GDS & Team Performance

TP; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Teleperformance Philippines is seeking a Team Leader with strong travel account leadership and hands-on GDS experience to drive team performance and service quality.

The role focuses on coaching agents, managing travel bookings via Amadeus, Galileo, or Sabre, and ensuring adherence to SLA and quality metrics. You will collaborate across departments to implement new policies while maintaining exceptional customer experiences.

Qualifications

• 3–5 years in customer service or BPO with at least 2 years in a supervisory role.
• Hands-on experience with GDS systems (Amadeus, Galileo or Sabre) is essential.
• Strong communication, leadership, and data-driven decision making.

Responsibilities

• Lead and mentor a team of customer service representatives to meet quality metrics.
• Manage day-to-day travel account operations, including scheduling and staffing.
• Coach agents on GDS usage and travel policies to ensure service excellence.
• Monitor KPIs and implement action plans to improve performance.
• Handle escalated customer issues and ensure timely resolutions.
• Maintain accurate bookings in GDS platforms and ensure procedures are followed.
• Collaborate with Account Manager and other departments on policies and updates.
• Conduct regular team meetings and track attendance and productivity.
• Contribute to SOPs and best practice documentation.

Skills

Team leadership

Customer service

GDS knowledge

KPI analysis

Training & coaching

Communication skills

Problem solving

Multitasking

Data analysis

Tools

Amadeus

Galileo

Sabre

MS Office

Job description

Teleperformance Philippines is seeking a Team Leader with strong travel account leadership and hands-on GDS experience to drive team performance and service quality.

The role focuses on coaching agents, managing travel bookings via Amadeus, Galileo, or Sabre, and ensuring adherence to SLA and quality metrics. You will collaborate across departments to implement new policies while maintaining exceptional customer experiences.