Travel Operations Team Lead for OTA & Hospitality

Teleperformance; Pasig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Teleperformance in Pasig City is seeking a Travel Team Lead to manage a high-performing team in the travel and hospitality sector. The role focuses on overseeing day-to-day operations, coaching staff, and driving performance to meet service levels and business goals.

The ideal candidate has 2-3 years of BPO Team Leader experience, OTA exposure, and strong knowledge of travel operations, with excellent communication and leadership skills. This is a full-time on-site position in Metro Manila.

Qualifications

• 2-3 years of Team Leader experience in a BPO setting.
• Must have handled an OTA or Travel/Hospitality account.
• Strong knowledge of travel operations, booking platforms, reservations, and customer service processes.
• Proven experience in managing performance metrics and team development.
• Excellent communication, coaching, and leadership skills.
• Proficient in MS Office applications and reporting tools.
• Can start ASAP.
• Experience supporting accounts such as Expedia, Booking.com, Agoda, Airbnb, or other travel-related programs.
• Background in travel sales or hospitality operations.
• Experience leading teams in a fast-paced environment.

Responsibilities

• Lead, motivate, and manage a team of customer service representatives, ensuring they deliver exceptional service to travel and hospitality clients.
• Monitor team performance against KPIs such as call handling time, customer satisfaction scores, and first-call resolution rates.
• Provide coaching, training, and development support to team members to enhance their skills and career progression.
• Conduct regular one-on-one meetings and performance reviews with team members.
• Address customer escalations and complex service issues in a timely and professional manner.
• Ensure compliance with company policies, procedures, and regulatory requirements within the travel and hospitality sector.
• Collaborate with senior management to identify process improvements and implement strategies to enhance operational efficiency.
• Schedule and manage team resources to maintain adequate staffing levels and meet service level agreements (SLAs).
• Maintain accurate records and generate reports on team metrics and performance data.
• Foster a positive team culture that promotes engagement, retention, and professional development.

Skills

Leadership

Coaching

Communication

MS Office

Reporting

Tools

MS Office

Reporting tools

Job description

Teleperformance in Pasig City is seeking a Travel Team Lead to manage a high-performing team in the travel and hospitality sector. The role focuses on overseeing day-to-day operations, coaching staff, and driving performance to meet service levels and business goals.

The ideal candidate has 2-3 years of BPO Team Leader experience, OTA exposure, and strong knowledge of travel operations, with excellent communication and leadership skills. This is a full-time on-site position in Metro Manila.