Job Title: Operations Supervisor
43000 - 45000 PhpGratitude Inc
Job Title: Operations Supervisor
Program :Egencia-META/Operations/Travel &Hospitality
Work Location: McKinley West,Taguig
Work Setup & Schedule: Onsite/Shifting
Salary: Max of 45k
Start date: November 8
HC :4
Job Details:
What you'll be doing
Manage a team of customer service representatives, providing coaching, training and performance feedback
Monitor and analyze team and individual performance metrics to identify areas for improvement
Implement effective quality assurance processes and provide feedback to drive operational excellence
Collaborate with department heads to optimize workflows and implement new policies or procedures
Foster a positive, motivating team environment to support high staff engagement and retention
Identify and address any operational issues, escalating to senior management as needed
Ensure full compliance with client requirements, contractual obligations and internal policies
Qualifications :
Minimum 1-2 years' experience in a contact center /BPO operations supervisory role.
Must have GDS (Global Distribution System) experience of at least 3 years
Strong people management skills with the ability to lead, motivate and develop a team
Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
Proficient in using contact center software and reporting tools
Understanding of contact center metrics and the ability to drive performance improvements
Familiarity with compliance and quality assurance processes in a contact center environment
Willing to work on a shifting schedule.
*** Recruitment Process***
***Validation-1 layer of interview for now (Hiring Leader)***
Pre-Screening Notes:
Educational Attainment
Years of experience in a BPO or Contact Center Operations supervisory role
Years of experience in the Travel and Hospitality industry
Years of experience using GDS (Global Distribution Systems)
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