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.