Operations Supervisor (Travel & Hospitality)

Gratitude Inc

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2 days ago

Operations Supervisor (Travel & Hospitality)

2-5 Year(s)

Manila

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Job Description

Key Skills

Decision Making Problem Solving Quality assurance Team Management Operations Management coaching skills Mentoring Strong knowledge of KPIs, SLAs, and performance management MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT

7 candidate(s) have already applied for this Job. Apply now

Location: MOA (Pasay City) – Onsite

Work Setup: Onsite
Shift: Rotational / Shifting Schedule
Salary: Up to ₱40,000 per month
Headcount: 15
Joining Date: Immediate Joiners (Target Start Date: August 24)

Job Summary

We are looking for an experienced Operations Supervisor to lead a team of Customer Service Representatives supporting a Travel & Hospitality account. The ideal candidate should have strong leadership, people management, and contact center operations experience, with a proven ability to drive team performance, maintain service quality, and ensure compliance with client and organizational standards.

Key Responsibilities

Lead, coach, mentor, and develop a team of Customer Service Representatives.
Monitor team and individual performance to ensure KPIs and service levels are consistently achieved.
Conduct regular performance reviews, coaching sessions, and feedback discussions.
Implement and monitor quality assurance processes to improve customer experience.
Analyze operational reports and performance metrics to identify improvement opportunities.
Collaborate with cross-functional teams to optimize workflows and operational processes.
Resolve escalated customer and operational issues in a timely manner.
Ensure compliance with client requirements, contractual obligations, and company policies.
Foster a positive, engaging, and high-performance work environment.
Support employee engagement, retention, and continuous learning initiatives.

Qualifications

Minimum 1–2 years of experience as an Operations Supervisor in a BPO/Contact Center environment.
Strong leadership and people management skills.
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience managing team performance, coaching, and KPI delivery.
Proficiency in contact center software, reporting tools, and Microsoft Office.
Good understanding of contact center metrics, quality assurance, and compliance processes.
Willing to work onsite in MOA (Pasay City) on a shifting schedule.
Immediate joiners are highly preferred.

Preferred Skills

Experience handling Travel & Hospitality accounts.
Strong stakeholder management and customer service orientation.
Ability to work in a fast-paced and target-driven environment.
High attention to detail and continuous improvement mindset.

Recruitment Process

Talent Acquisition Interview
Operations Interview
Client Interview

Eligibility

Former Teleperformance (TP) employees are not eligible for rehire, either directly or through a third party.

Candidate Information Required

Applicants should provide the following details:

Educational Attainment
Total BPO Experience
Years of Experience as a Supervisor in a BPO
Current/Last Drawn Salary
Expected Salary

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Zaid Mulla

Recruiter - Gratitude Inc

NA, india

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