(Urgent)Operations Supervisor -Travel-Rockwell, Pasig

Gratitude Inc

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1 day 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 Quality Management System Performance Management Team Management Communication Skills Operations Management BPO Skills Process Improvement team leadership Quality Management framework Process Improvement in BPO Setup SLA / KPI Management Customer Escalation Handling

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Job Title: Operations Supervisor

Location: Rockwell, Pasig
Work Setup: Onsite
Shift: Night Shift

Target Start Date: October 5, 2026

Job Purpose

The Operations Supervisor will manage day-to-day customer service operations and lead a team of individual contributors in a BPO environment. The role will focus on team performance, customer escalations, KPI management, coaching, process improvement and operational excellence.

Key Requirements

• 2–3 years of leadership or supervisory experience in a BPO/customer service environment
• Travel or Hospitality account experience within a BPO environment is required
• Strong experience in customer service operations, handling customer concerns and escalations
• Proven experience managing and developing a team of individual contributors
• Strong knowledge of KPI management, performance monitoring and coaching
• Ability to manage daily operations and resolve customer and operational issues
• Experience identifying process gaps and implementing process improvements
• Strong communication, coaching, analytical and problem-solving skills
• Willingness to work onsite in Rockwell, Pasig
• Willingness to work night shifts
• Must be available to start on October 5, 2026

Key Responsibilities

• Manage daily operations and ensure achievement of team performance and service-level targets
• Lead, coach and monitor individual contributors to improve productivity and customer service performance
• Monitor KPIs, quality, productivity, attendance and other operational metrics
• Handle customer escalations and provide appropriate resolutions within the defined scope
• Support team members in resolving complex customer concerns
• Conduct regular coaching and performance discussions
• Identify performance gaps and implement corrective action plans
• Identify process gaps and recommend improvements to enhance operational efficiency
• Coordinate with internal teams to resolve operational and customer-related issues
• Manage short-term operational activities and ensure timely completion
• Prepare and review operational reports and performance updates
• Ensure adherence to company policies, processes and customer-service standards
• Support continuous improvement initiatives within the team

Account / Process Experience

Travel / Hospitality customer service experience in a BPO environment is required. Experience handling customer inquiries, reservations, travel-related concerns, escalations or post-sale support is preferred.

Recruitment Process

• Initial Interview
• Final Interview

Pre-Screening Details

• Years of BPO Experience:
• Years of Leadership Experience in BPO:
• Travel/Hospitality Experience in BPO:
• Team Handling:
• Last Drawn Salary:
• Expected Salary:

Important Note

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

Role

Customer Service Executive

Timings

Night Shift (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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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