Travel Operations Team Lead — GDS Expert

ROUXEL TP; Taguig; On-site; PHP 502,000 - 837,000; Full time

Job summary

Teleperformance Philippines is seeking a proactive Team Leader to drive performance on a Travel account with hands-on GDS expertise. You will coach a team of customer service representatives, manage scheduling and staffing, monitor KPIs, and ensure adherence to quality standards while delivering exceptional service.

You will collaborate with the Account Manager and other departments to implement new policies and process improvements, and you will lead regular team meetings to address challenges

Qualifications

• 3–5 years in a customer service or BPO environment, with at least 2 years in a supervisory or team leadership role
• Hands-on experience with Global Distribution Systems (GDS): Amadeus, Galileo, or Sabre
• Knowledge of travel industry operations: flight bookings, hotel reservations, travel policies
• Excellent communication and interpersonal skills
• Strong leadership to motivate, develop, and inspire the team
• Proficiency in Microsoft Office and workforce management/call center systems
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making under pressure
• Customer-focused mindset and commitment to service quality
• Analytical and reporting skills to interpret data and provide insights

Responsibilities

• Lead, supervise, and mentor a team of customer service representatives to ensure high-quality service and quality metrics
• Manage day-to-day operations of the travel account: scheduling, staffing, and resource allocation to meet SLAs
• Provide coaching and performance feedback; conduct training on GDS systems, travel policies, and service excellence
• Monitor KPIs (call handling times, CSAT, FCR) and develop action plans to improve performance
• Handle escalated customer issues with timely resolution and satisfaction
• Maintain accuracy in booking systems and GDS platforms per procedures
• Collaborate with the Account Manager and other departments for policy and system updates
• Conduct regular team meetings to communicate updates and address challenges
• Track attendance, leave management, and productivity metrics
• Contribute to SOPs and best-practice documentation

Skills

Leadership

Customer service

Team coaching

Communication

Data analysis

Tools

Amadeus

Galileo

Sabre

Job description

Teleperformance Philippines is seeking a proactive Team Leader to drive performance on a Travel account with hands-on GDS expertise. You will coach a team of customer service representatives, manage scheduling and staffing, monitor KPIs, and ensure adherence to quality standards while delivering exceptional service.

You will collaborate with the Account Manager and other departments to implement new policies and process improvements, and you will lead regular team meetings to address challenges