Operations Supervisor – Travel and Hospitality

Location: MOA
Work Setup: Onsite
Schedule: Graveyard / Shifting
Start Date: 3rd Week of September

Job Summary

We are looking for an experienced Operations Supervisor to lead and manage a team of customer service representatives supporting a Travel and Hospitality program. The ideal candidate will have strong people management skills, a solid understanding of contact center operations, and the ability to drive team performance, quality, and customer service excellence.

Key Responsibilities

• Manage and supervise a team of Customer Service Representatives, providing coaching, training, and regular performance feedback.

• Monitor and analyze team and individual performance metrics to identify improvement opportunities.

• Implement quality assurance processes and provide actionable feedback to improve operational performance.

• Collaborate with department heads to optimize workflows and implement new policies and procedures.

• Foster a positive and motivating team environment that supports employee engagement and retention.

• Identify and resolve operational issues, escalating critical concerns to senior management when required.

• Ensure compliance with client requirements, contractual obligations, and internal company policies.

• Drive achievement of key performance indicators (KPIs), service levels, quality, and productivity targets.

Qualifications

• Minimum 1–2 years of experience in a Contact Center Operations Supervisory role.

• Strong people management and leadership skills with the ability to motivate, coach, and develop team members.

• Excellent verbal and written communication skills with the ability to interact effectively at all organizational levels.

• Strong problem-solving and analytical skills with attention to detail.

• Experience using contact center software, reporting tools, and performance dashboards.

• Good understanding of contact center metrics and performance management.

• Familiarity with quality assurance and compliance processes within a contact center environment.

• Experience in the Travel and Hospitality industry is preferred.

• Willingness to work on a shifting / graveyard schedule.

• Willingness to work onsite in MOA.

Pre-Screening Questions

• What is your highest educational attainment?

• How many years of experience do you have in a BPO/Contact Center Operations Supervisory role?

• How many years of experience do you have in the Travel and Hospitality industry?

• What was your last drawn salary?

• What is your expected salary?

Important Hiring Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party. PSG employees are also not eligible, as PSG falls under Teleperformance.