Travel Ops Team Lead - GDS Expert

TP Systems; Taguig; Sur place; PHP 446 000 - 725 000; Plein temps

Résumé du poste

Teleperformance Philippines is seeking a capable Team Leader for its Travel account in Metro Manila. The successful candidate will lead a team of customer service agents, ensuring service excellence while meeting business objectives.

You will coach the team, manage scheduling, and drive performance through GDS platforms such as Amadeus, Galileo, and Sabre. Ideal candidates have 3–5 years in customer service/BPO, with at least 2 years in a supervisory role, and strong communication skills.

Qualifications

• 3–5 years in customer service or BPO environment.
• At least 2 years in a supervisory or team leadership role.
• Strong communication and interpersonal skills with ability to motivate a team.
• Proven hands-on experience with GDS systems (Amadeus, Galileo or Sabre).

Responsabilités

• Lead, supervise, and mentor a team of customer service representatives to ensure high-quality service and adherence to quality metrics.
• Manage day-to-day operations of the travel account, including scheduling and staffing to meet SLAs.
• Provide coaching and performance feedback, and conduct training on GDS systems and travel policies.
• Monitor KPIs, call handling times, CSAT, and first-call resolution; develop action plans to improve performance.
• Handle escalated customer issues and ensure timely resolution and satisfaction.
• Maintain accuracy in bookings and GDS platforms in line with procedures.
• Collaborate with the Account Manager and other departments on policies and system updates.
• Conduct regular team meetings and track attendance, leave, and productivity.

Connaissances

GDS Amadeus

GDS Galileo

GDS Sabre

Team leadership

Customer service

Outils

Microsoft Office

Description du poste

Teleperformance Philippines is seeking a capable Team Leader for its Travel account in Metro Manila. The successful candidate will lead a team of customer service agents, ensuring service excellence while meeting business objectives.

You will coach the team, manage scheduling, and drive performance through GDS platforms such as Amadeus, Galileo, and Sabre. Ideal candidates have 3–5 years in customer service/BPO, with at least 2 years in a supervisory role, and strong communication skills.