Operations Supervisor (BPO - Travel/ Hospitality)

Job Title: Operations Supervisor – Customer Service (Travel & Hospitality)

Job Summary

We are seeking an experienced Operations Supervisor to lead customer service operations supporting business and/or end-consumer clients. This role oversees post-sale technical and non-technical support delivered through remote channels (phone, chat, email) and/or distribution or service center environments.

The ideal candidate will drive operational excellence, support complex issue resolution, and serve as a subject matter expert while coaching and mentoring team members.

Key Responsibilities

• Supervise daily customer service operations in a high-volume environment

• Manage teams handling phone, chat, email, and/or walk-in customer support

• Oversee resolution of both low-complexity and high-complexity customer concerns

• Act as liaison between customers and internal departments (operations, production, distribution, etc.)

• Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met

• Drive process improvements and contribute to the development of new solutions and workflows

• Serve as escalation point and final decision-maker for complex or sensitive cases

• Coach, mentor, and develop team members to improve performance and engagement

• Support training initiatives and knowledge-sharing across teams

Qualifications

• 1–4 years of experience as an Operations Supervisor or in a similar leadership role

• Strong background in Customer Service Operations

• Preferably with Travel & Hospitality experience (BPO or non-BPO experience accepted)

• Open to experienced Team Leaders with 6+ years of Travel & Hospitality experience seeking career progression

• Strong analytical, problem-solving, and decision-making skills

• Excellent communication and stakeholder management abilities

• Proven experience coaching and developing teams

Preferred Skills

• Experience handling travel-related accounts (airlines, hotels, OTAs, reservations, ticketing, etc.)

• Exposure to both remote customer service and service center environments

• Ability to manage high-volume operations while maintaining quality standards

• Strong understanding of operational metrics and performance management