Travel Operations Supervisor - GDS Specialist

Gratitude Philippines

Manila

On-site

PHP 457,000 - 547,000

Full time

8 days ago

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Benefits offered by this job

Onsite at McKinley West

Job summary

Gratitude Philippines is seeking a customer service operations supervisor to lead a team of agents at the McKinley West site in Taguig. You will coach, train, and provide performance feedback while monitoring metrics to drive improvements.

The role requires a strong focus on quality assurance and adherence to client requirements and internal policies. Onsite with shifting schedule, the position offers a competitive monthly salary up to ₱45,000 and growth opportunities in travel and hospitality

Qualifications

Minimum 1–2 years' experience in a contact center/BPO operations supervisory role.
GDS experience of at least 3 years.
Strong people management and communication skills.
Proficient in using contact center software and reporting tools.

Responsibilities

Manage a team of customer service representatives.
Provide coaching, training, and performance feedback.
Monitor and analyze team and individual performance metrics.
Implement quality assurance processes and drive operational excellence.
Collaborate with department heads to optimize workflows.
Foster a positive, motivating team environment.
Identify and address operational issues; escalating to senior management as needed.
Ensure compliance with client requirements, contractual obligations, and internal policies.