Operations Supervisor - Travel & Hospitality (GDS / )
Gratitude Inc
Job Title : Operations Supervisor – Travel & Hospitality (GDS / BPO)
Job Description
We are hiring an experienced Operations Supervisor – Travel & Hospitality to lead a team of customer service representatives in a BPO/contact center environment supporting travel operations. The ideal candidate will have 1–2 years of experience in BPO or contact center operations supervision and at least 3 years of hands-on experience with Global Distribution Systems (GDS).
The role involves team leadership, performance management, quality assurance, operational efficiency, and compliance with client requirements. The successful candidate will coach team members, monitor key performance indicators (KPIs), improve service quality, and drive operational excellence.
Location: McKinley West, Taguig City, Philippines
Work Setup: Onsite
Work Schedule: Shifting
Key Responsibilities
Lead and supervise customer service representatives, providing coaching, training, performance feedback, and development support.
Monitor team and individual KPIs, analyze performance reports, and implement action plans to improve productivity and service delivery.
Maintain quality assurance standards, review customer interactions, and ensure compliance with client expectations and service procedures.
Identify operational issues, optimize workflows, and implement process improvements to enhance efficiency and customer service.
Manage operational reporting, stakeholder communication, risk escalation, and adherence to client requirements, contractual obligations, and internal policies.
Required Skills
BPO Operations Management: Experience supervising contact center or BPO operations and managing team performance.
Global Distribution Systems (GDS): Minimum 3 years of hands-on GDS experience.
Team Leadership and Coaching: Ability to motivate, develop, and manage customer service teams.
KPI and Quality Management: Knowledge of contact center metrics, quality assurance, performance reporting, and continuous improvement.
Communication and Problem-Solving: Strong verbal and written communication, analytical thinking, and issue-resolution skills.
Experience:
At least 1–2 years of experience in a BPO or contact center operations supervisory role.
Minimum 3 years of hands-on GDS experience.
Travel and hospitality industry experience is highly relevant.
Important Notes
Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.
PSG employees are also ineligible under the Teleperformance rehire restriction.
Candidates must be willing to work onsite in McKinley West, Taguig City, on a shifting schedule.
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