Operations Supervisor – Travel & Hospitality (Egencia-META)

Location: McKinley West, Taguig, Philippines
Industry: Travel & Hospitality / BPO
Experience: 1–2 years in BPO/Contact Center Operations Supervision
GDS Experience: Minimum 3 years
Salary: Up to ₱45,000 per month
Work Setup: Onsite
Shift: Shifting Schedule
Start Date: November 8, 2026
Headcount: 4
Program: Egencia-META – Operations / Travel & Hospitality

Job Overview

We are looking for a capable and results-driven Operations Supervisor to lead a team of customer service representatives supporting the Egencia-META Travel & Hospitality program. The ideal candidate will oversee daily contact center operations, improve team performance, maintain service quality, and ensure compliance with client requirements and company policies.

Candidates must have at least 1–2 years of supervisory experience in a BPO or contact center environment and a minimum of 3 years of experience using Global Distribution Systems (GDS).

Key Responsibilities

• Lead, coach, and develop customer service representatives to achieve performance targets.

• Monitor individual and team performance against KPIs, SLAs, productivity goals, and quality standards.

• Conduct coaching sessions, provide constructive feedback, and support employee development.

• Analyze performance reports to identify gaps, trends, and opportunities for improvement.

• Implement quality assurance processes and corrective action plans to improve service delivery.

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

• Foster a positive and engaging work environment that supports employee motivation, retention, and accountability.

• Identify and resolve operational challenges, escalating critical issues to senior management when required.

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

• Use contact center platforms, reporting tools, and GDS systems to support efficient operations.

Required 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).

• Travel & Hospitality industry experience is preferred.

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

• Excellent verbal and written communication skills.

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

• Knowledge of contact center metrics, KPIs, SLAs, and performance management.

• Familiarity with quality assurance, compliance processes, and operational reporting.

• Proficiency in contact center software, reporting tools, and GDS platforms.

• Willingness to work onsite in McKinley West, Taguig, on a shifting schedule.

Key Skills

• BPO / Contact Center Operations

• Operations Team Supervision

• Travel & Hospitality Operations

• Global Distribution Systems (GDS)

• People Management & Coaching

• KPI and SLA Management

• Quality Assurance

• Performance Monitoring and Reporting

• Customer Service Management

• Process Improvement

• Compliance Management

• Escalation Management

Recruitment Process

Current Process: Validation followed by one interview round with the Hiring Leader.

Pre-Screening Questions

Recruiters should validate the following information before proceeding:

1. What is your highest educational attainment?

2. How many years of experience do you have in BPO or contact center operations supervision?

3. How many years of experience do you have in the Travel & Hospitality industry?

4. How many years of hands-on experience do you have using GDS platforms?

5. What is your current or last-drawn monthly salary?

6. What is your expected monthly salary?

7. Are you willing to work onsite in McKinley West, Taguig?

8. Are you comfortable working on a shifting schedule?

Important Eligibility Information

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

• PSG candidates are also ineligible, as PSG falls under Teleperformance.

• Candidates must meet the minimum requirement of 3 years of GDS experience.

• Maximum salary budget: ₱45,000 per month.

• Four vacancies are available.

• Target start date: November 8, 2026.