(Urgent)Operations Supervisor -Travel-Rockwell, Pasig

Gratitude Inc

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20 hours ago

(Urgent)Operations Supervisor -Travel-Rockwell, Pasig

2-5 Year(s)

Manila (Pasig)

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Job Description

Key Skills

Coaching Customer Service Problem Solving Performance Management Team Management Communication Skills BPO Operations Process Improvement team leadership Travel and Hospitality SLA / KPI Management

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Operations Supervisor – Travel/Hospitality (BPO)

Location: Rockwell, Pasig, Philippines
Work Setup: Onsite
Shift Schedule: Night Shift
Target Start Date: October 5, 2026
Account: Travel / Hospitality
Hiring Process: Initial Interview and Final Interview

Job Overview

We are looking for an experienced Operations Supervisor with a strong background in BPO customer service operations and Travel/Hospitality accounts. The ideal candidate will be responsible for managing daily operations, leading a team of customer service professionals, monitoring performance, handling customer escalations, and implementing process improvements to ensure operational excellence.

Key Responsibilities

Supervise and manage a team of customer service representatives, ensuring consistent performance and service quality.
Oversee daily customer service operations across phone, chat, and other support channels.
Handle complex customer inquiries, complaints, and escalations, ensuring timely and effective resolution.
Monitor team performance against key performance indicators (KPIs), service-level agreements (SLAs), and quality standards.
Conduct regular coaching sessions, performance evaluations, and feedback discussions.
Manage daily workloads, team productivity, and operational activities.
Identify operational challenges and process gaps, and implement appropriate improvements.
Provide guidance and professional support to team members to improve customer satisfaction.
Coordinate with internal departments to resolve customer concerns and operational issues.
Lead short-term operational projects and initiatives to improve team efficiency and service delivery.
Ensure compliance with company policies, operational procedures, and customer service standards.

Qualifications and Requirements

At least 2–3 years of leadership or supervisory experience in a BPO or customer service environment.
Must have Travel/Hospitality account experience or a relevant Travel background within the BPO industry.
Proven experience managing and supervising a team of individual contributors.
Strong knowledge of customer service operations, escalation management, and issue resolution.
Experience in KPI management, performance monitoring, team coaching, and process improvement.
Ability to manage daily operations independently and make operational decisions within a defined scope.
Strong communication, leadership, analytical, and problem-solving skills.
Demonstrated ability to identify process gaps and implement effective solutions.
Willing to work onsite in Rockwell, Pasig.
Willing to work night shifts.
Available to start on October 5, 2026.

Recruitment Process

Initial Interview
Final Interview

Important Eligibility Requirement

Former Teleperformance employees who are not eligible for rehire will not be considered, whether applying directly or through a third-party recruitment agency.

Pre-Screening Questions

Years of BPO Experience:
Years of Leadership Experience in BPO:
Travel/Hospitality Experience in BPO:
Team Handling: Number of team members managed
Last Drawn Salary:
Expected Salary:
Availability to Join:
Willing to Work Onsite in Rockwell, Pasig:
Willing to Work Night Shift:

Role

Team Leader

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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