Travel Operations Team Lead — Drive Excellence

Hammerjack Pty Ltd; Philippines; On-site; PHP 469,000 - 703,000; Full time

Job summary

Teleperformance Philippines seeks an experienced BPO Operations Supervisor for the Travel Account at our Pasay City facility to lead a dedicated team in a fast-paced environment. The role focuses on operational excellence, service quality, and driving team performance to meet business objectives.

The successful candidate will coach staff, monitor SLAs/KPIs, coordinate training, handle escalations and produce reports to drive continuous improvement. Full-time with career progression opportunities.

Qualifications

• Minimum 2–3 years supervisory or team lead experience in a call centre or BPO.
• Strong understanding of travel industry operations and customer service standards.
• Excellent communication and interpersonal skills for coaching and leadership.

Responsibilities

• Supervise and manage daily performance of a customer service team handling travel account inquiries.
• Monitor SLAs, quality standards and KPIs; drive improvements.
• Conduct coaching sessions and performance reviews with team members.
• Identify training needs and coordinate with training to upskill staff.
• Handle escalations and ensure swift resolution and customer satisfaction.
• Prepare and review operational reports and metrics to track trends.
• Enforce policies and collaborate with other teams to optimize processes.
• Support recruitment, scheduling and workforce planning to meet needs.

Skills

Team leadership

Call center knowledge

KPIs & SLAs

Staff coaching

English proficiency

Education

Bachelor's degree or higher

Tools

CRM systems

Job description

Teleperformance Philippines seeks an experienced BPO Operations Supervisor for the Travel Account at our Pasay City facility to lead a dedicated team in a fast-paced environment. The role focuses on operational excellence, service quality, and driving team performance to meet business objectives.

The successful candidate will coach staff, monitor SLAs/KPIs, coordinate training, handle escalations and produce reports to drive continuous improvement. Full-time with career progression opportunities.