• Manage a team of customer service representatives, providing coaching, training, and performance feedback.

• Monitor and analyze team and individual performance metrics to identify areas for improvement.

• Implement effective quality assurance processes and provide feedback to drive operational excellence.

• Collaborate with department heads to optimize workflows and implement new policies or procedures.

• Foster a positive, motivating team environment to support high staff engagement and retention.

• Identify and address any operational issues, escalating to senior management as needed.

• Ensure full compliance with client requirements, contractual obligations, and internal policies.

QUALIFICATIONS

• Minimum 1–2 years' experience in a Contact Center/BPO Operations Supervisory role.

• Must have at least 3 years of GDS (Global Distribution System) experience.

• Strong people management skills with the ability to lead, motivate, and develop a team.

• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.

• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.

• Proficient in using contact center software and reporting tools.

• Understanding of contact center metrics and the ability to drive performance improvements.

• Familiarity with compliance and quality assurance processes in a contact center environment.

• Willing to work on a shifting schedule.

RECRUITMENT PROCESS

Validation: 1 layer of interview for now (Hiring Leader).

PRE-SCREENING NOTES

• Educational Attainment:

• Years of experience in a BPO or Contact Center Operations Supervisory role:

• Years of experience in the Travel and Hospitality industry:

• Years of experience using GDS (Global Distribution Systems):

• Last Drawn Salary:

• Expected Salary: