We are looking for experienced Operations Supervisors with a strong Travel & Hospitality background to lead customer service teams in a fast-paced BPO environment. The ideal candidate is a people-focused leader who can drive team performance, ensure operational excellence, and consistently deliver outstanding customer experiences while meeting client expectations.

Key Responsibilities

• Lead, coach, mentor, and motivate a team of Customer Service Representatives to achieve operational goals.
• Monitor team and individual performance using key performance indicators (KPIs) and provide regular coaching and feedback.
• Conduct performance reviews, coaching sessions, and action plans to improve productivity and service quality.
• Implement quality assurance processes and identify opportunities for continuous improvement.
• Collaborate with Operations Managers and other stakeholders to optimize workflows and improve operational efficiency.
• Ensure compliance with client requirements, company policies, and operational procedures.
• Resolve operational issues promptly and escalate concerns when necessary.
• Foster a positive work environment that promotes employee engagement, accountability, and retention.
• Prepare and analyze operational reports to support business decisions.

Qualifications

• Minimum 1–2 years of experience as an Operations Supervisor in a BPO environment.
• Travel & Hospitality account experience is required.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written English communication skills.
• Strong analytical, decision-making, and problem-solving abilities.
• Experience managing contact center KPIs, productivity, quality, attendance, and customer satisfaction metrics.
• Familiarity with contact center software, reporting tools, and quality assurance processes.
• Ability to thrive in a fast-paced, performance-driven environment.
• Willing to work onsite in MOA, Pasay City on a shifting schedule.

Recruitment Process

1. Talent Acquisition Interview
2. Operations Interview
3. Client Interview

Important Note

• Candidates should be available to start on August 24, 2026.

Application Requirements

Please include the following details with your application:

• Educational Attainment
• Total BPO Experience
• Years of Experience as a BPO Operations Supervisor
• Travel & Hospitality account experience
• Current/Last Drawn Salary
• Expected Salary
• Earliest Available Start Date

If you meet the qualifications and are ready to take the next step in your leadership career, we’d love to hear from you. Apply today!