Job Overview

We are looking for an experienced Operations Supervisor to lead a team within a Travel and Hospitality contact center program. The successful candidate will have strong team management skills, experience in BPO operations, and hands-on knowledge of Global Distribution Systems (GDS).

The role focuses on team performance, service quality, employee development, operational compliance, and continuous improvement.

Key Responsibilities

• Supervise customer service representatives and provide coaching, training, mentoring, and performance feedback.

• Monitor individual and team performance metrics to identify gaps and implement improvement plans.

• Maintain quality assurance standards and drive consistent service delivery.

• Collaborate with department heads and stakeholders to optimize workflows and implement process improvements.

• Promote employee engagement, motivation, retention, and professional development.

• Identify operational challenges, resolve issues, and escalate complex concerns when necessary.

• Ensure compliance with client requirements, contractual obligations, company policies, and quality standards.

• Track contact center KPIs and prepare operational performance reports.

• Use contact center software and reporting tools to monitor productivity and service performance.

• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Required Skills and Qualifications

• Minimum 1–2 years of experience in a BPO or contact center operations supervisory role.

• At least 3 years of hands-on experience with Global Distribution Systems (GDS).

• Experience in the Travel and Hospitality industry.

• Strong people management, coaching, and team leadership skills.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Knowledge of contact center metrics, performance reporting, quality assurance, and compliance.

• Familiarity with contact center software and reporting tools.

• Ability to manage operational priorities and drive performance improvements.

• Willingness to work onsite on a shifting schedule.

Job Details

• Program: Travel & Hospitality

• Location: McKinley West, Taguig

• Work Setup: Onsite

• Schedule: Shifting

• Target Start Date: November 8

• Employment Type: Full Time

Eligibility

Former Teleperformance employees are not eligible for rehire, whether directly or through a third-party agency. PSG Global Solutions is also ineligible under the stated Teleperformance rehire restriction.