Job Overview

We are looking for an experienced Operations Supervisor with a background in Travel or Hospitality BPO operations to lead a team of customer service professionals. The successful candidate will oversee day-to-day operations, manage customer escalations, monitor team performance, and drive service quality and process improvements.

This role requires strong leadership, customer service expertise, and the ability to maintain operational efficiency while ensuring a positive customer experience.

Key Responsibilities

1. Team Leadership and Operations

• Lead and supervise a team of customer service professionals, ensuring smooth day-to-day operations.

• Manage workload distribution, team activities, and operational priorities.

• Provide guidance and support to team members in resolving customer and operational issues.

• Ensure adherence to established processes, procedures, and service standards.

2. Customer Service and Escalation Management

• Oversee customer service delivery across phone, chat, text, or other support channels.

• Handle complex customer concerns and escalations, ensuring timely and effective resolution.

• Coordinate with relevant teams to resolve customer issues and improve service delivery.

• Maintain high standards of customer satisfaction and professionalism.

3. Performance Management and Coaching

• Monitor key performance indicators (KPIs), productivity, quality, and service levels.

• Conduct regular coaching sessions and provide constructive feedback to team members.

• Identify performance gaps and implement appropriate improvement plans.

• Support employee development and promote accountability within the team.

4. Process Improvement and Quality

• Identify operational bottlenecks and recommend process improvements.

• Implement short-term operational initiatives aligned with business objectives.

• Review recurring customer issues and develop solutions to improve efficiency.

• Collaborate with stakeholders to maintain service quality and operational consistency.

Qualifications and Requirements

• At least 2–3 years of leadership or supervisory experience in a BPO or customer service environment.

• Mandatory Travel or Hospitality account experience, or relevant Travel background within a BPO environment.

• Strong experience in customer service operations and handling customer concerns and escalations.

• Proven ability to lead and manage a team of individual contributors.

• Knowledge of KPI management, performance monitoring, coaching, and process improvement.

• Ability to manage day-to-day operations and resolve operational issues independently within the assigned scope.

• Strong communication, leadership, coaching, and problem-solving skills.

• Willingness to work 100% onsite in Rockwell, Pasig City, on a night shift.

• Availability to start as soon as possible.

Recruitment Process

1. Initial Interview

2. Final Interview

Important Eligibility Requirement: Former employees of Teleperformance (TP) are not eligible for rehire, whether directly or through a third party.

Interested candidates should submit an updated resume highlighting their supervisory experience, Travel/Hospitality BPO background, team size managed, customer escalation handling, and measurable operational achievements.