Operations Supervisor – Travel & Hospitality

Gratitude Inc

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1 day ago

Operations Supervisor – Travel & Hospitality

1-2 Year(s)

₱ 30 - ₱ 40K p.m

Manila (Pasay City)

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Job Description

Key Skills

Analytical Leadership coaching skills Problem-Solving Skills people management skills Excellent communication skills - written and verbal

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Job Title: Operations Supervisor – Travel & Hospitality

Work Setup: Onsite – MOA
Shift: Shifting Schedule
Salary Package: Up to 40K
Target Start Date: August 24 (Immediate Joiners Preferred)
Headcount: 15
Account: Travel & Hospitality

We are hiring Operations Supervisors with experience in BPO Contact Center Operations to lead customer service teams, drive operational excellence, and ensure high-quality service delivery. The ideal candidate should have strong people management skills, experience handling contact center operations, and the ability to meet client and business objectives.

Education:

College Graduate (Preferred)
Minimum 1–2 years of experience as a Supervisor in a BPO/Contact Center environment.

Key Responsibilities:

Lead, coach, and manage a team of Customer Service Representatives.
Conduct regular performance reviews, coaching sessions, and feedback discussions.
Monitor team and individual performance metrics to drive productivity and service quality.
Implement quality assurance initiatives and continuous process improvements.
Collaborate with internal stakeholders to optimize workflows and operational processes.
Foster a positive work environment to improve employee engagement and retention.
Resolve operational issues and escalate critical concerns when required.
Ensure compliance with client requirements, contractual obligations, and company policies.
Drive team performance to achieve operational KPIs and service level agreements (SLAs).

Required Skills:

Minimum 1–2 years of supervisory experience in a BPO/Contact Center.
Strong leadership, coaching, and people management skills.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Experience using contact center systems and reporting tools.
Good understanding of contact center KPIs, quality assurance, and compliance.
Ability to work effectively in a fast-paced, shifting schedule environment.

Important Notes:

Former Teleperformance (TP) employees are not eligible for rehire, either directly or through a third party.
Must be willing to work onsite at MOA.
Must be comfortable working on a shifting schedule.
Immediate joiners are highly preferred.

Recruitment Process:

TA Interview
Operations Interview
Client Interview

Application Form:
Questionnaire Link: https://myglit.com/lateral/cref/1114a3d7ba

Note: Filling out the above questionnaire form is mandatory. Candidate profiles will be considered only after the form has been completed.

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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