Job Overview

We are looking for an experienced Operations Supervisor to lead and manage day-to-day operations within a Travel and Hospitality account. The role is responsible for supervising team performance, ensuring excellent customer service, meeting operational targets, and maintaining high-quality service delivery.

The ideal candidate should have strong experience in travel, hospitality, BPO, or customer service operations, along with proven team leadership and performance management skills.

Key Responsibilities

• Supervise daily operations and ensure smooth delivery of Travel and Hospitality services.

• Lead, coach, and motivate a team to achieve productivity, quality, customer satisfaction, and operational targets.

• Monitor team performance and provide regular coaching and feedback.

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

• Handle escalated customer concerns and operational issues in a timely and professional manner.

• Monitor key performance indicators (KPIs), service levels, productivity, attendance, and quality metrics.

• Prepare and analyze operational reports and identify trends or performance gaps.

• Develop and implement action plans to improve team and individual performance.

• Coordinate with support teams and other stakeholders to resolve operational issues.

• Conduct team huddles, performance reviews, coaching sessions, and process updates.

• Ensure employees are properly trained and equipped to handle customer and operational requirements.

• Identify process improvement opportunities and recommend solutions to increase efficiency.

• Maintain a positive customer experience while achieving business and operational objectives.

• Support workforce planning, staffing, scheduling, and resource requirements when needed.

• Promote teamwork, accountability, and continuous improvement within the operation.

Required Qualifications

• Bachelor's degree in any field is preferred.

• 2+ years of experience in a supervisory or team leadership role within BPO, Travel, Hospitality, Customer Service, or related operations.

• Experience handling a Travel and Hospitality account is highly preferred.

• Strong knowledge of contact center operations, performance management, and customer service.

• Proven experience managing teams and achieving operational KPIs.

• Strong problem-solving, decision-making, and escalation-handling skills.

• Excellent verbal and written communication skills.

• Ability to analyze reports and performance data.

• Strong coaching, mentoring, and people-management skills.

• Ability to work effectively in a fast-paced and target-driven environment.

Preferred Travel & Hospitality Experience

Experience handling any of the following will be an advantage:

• Airline or travel operations

• Hotel and accommodation services

• Travel reservations

• Booking and ticketing

• Travel customer support

• Hospitality customer service

• Travel-related sales or support

• Reservation management

• Customer escalations and service recovery

Core Skills

• Operations Management

• Team Leadership

• People Management

• Performance Management

• Customer Service

• Travel & Hospitality Operations

• KPI Management

• Quality Management

• Coaching & Mentoring

• Escalation Management

• Workforce Coordination

• Reporting & Data Analysis

• Process Improvement

• Stakeholder Management

Work Requirements

• Willingness to work onsite in MOA.

• Willingness to work on a shifting schedule.

• Ability to work in a fast-paced Travel and Hospitality environment.

• Ability to manage multiple priorities and operational escalations.

Eligibility

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