Role Overview

We are seeking an experienced Operations Supervisor to lead and inspire a team of customer service representatives within our Travel & Hospitality program. In this role, you will drive operational excellence, mentor team members, monitor key performance metrics, and ensure outstanding service delivery for our client.

• Account: Travel & Hospitality

• Work Location: Mall of Asia (MOA) Complex, Pasay City

• Work Setup: Onsite

• Shift: Shifting Schedule

• Target Start Date: August 24 (Immediate Joiners)

Key Responsibilities

• Team Leadership & Development: Direct and mentor a team of customer service representatives, providing regular coaching, training, and constructive feedback to foster growth and high engagement.

• Performance Management: Monitor and analyze both individual and team operational metrics to spot trends, address skill gaps, and achieve performance targets.

• Quality Assurance & Compliance: Implement quality assurance processes to maintain service standards and ensure full compliance with client requirements, contractual obligations, and internal policies.

• Workflow Optimization: Collaborate with department heads to streamline processes, improve team workflows, and rollout new operational procedures.

• Issue Resolution: Proactively identify and resolve operational bottlenecks, escalating complex matters to senior leadership as needed.

Qualifications & Requirements

• Experience: Minimum 1–2 years of experience as an Operations Supervisor in a BPO / Contact Center environment.

• People Management: Proven ability to motivate, develop, and lead customer service teams effectively.

• Communication Skills: Excellent verbal and written communication skills across all organizational levels.

• Technical Skills: Proficient in standard contact center software, operational tools, and performance reporting platforms.

• Operational Knowledge: Solid understanding of key contact center metrics (KPIs/SLAs), compliance guidelines, and quality assurance frameworks.

• Flexibility: Willingness to work onsite in MOA on a shifting schedule.

Application Questionnaire

Please include the following details when submitting your application:

1. Educational Attainment:

2. Total BPO Experience:

3. Years of Experience as a Supervisor in a BPO:

4. Current / Last Drawn Base Salary:

5. Expected Salary:

6. Availability / Notice Period: