Call Center Operations Supervisor (Travel / Airline account) - Taguig

Position : Operations Supervisor - Travel / Airline (Taguig) | Onsite

Key Qualifications :

Lead and oversee a team of customer service agents, ensuring performance goals are achieved and high-quality service is consistently delivered.

Provide coaching, feedback, and professional development to team members to support skill growth and performance improvement.

Track and assess individual and team metrics, implementing improvements to boost efficiency and results.

Encourage a collaborative and motivated team atmosphere with a focus on accountability and engagement.

Act as the go-to expert for handling complex customer concerns and escalated issues.

Work closely with other departments to ensure efficient workflows and excellent customer experiences.

At least 12 years of experience in a leadership role within a contact center or customer service setting, ideally in the travel or airline industry.

Must be available to start immediately.

Work Setup & Schedule : Night shift, Onsite (McKinley West)

Core Responsibilities :

Oversee daily operations by scheduling shifts, assigning duties, and monitoring team performance.

Ensure adherence to company policies, safety standards, and regulatory requirements.

Streamline operational processes to eliminate inefficiencies and increase productivity.

Provide ongoing training and mentoring to enhance team capabilities and service quality.

Manage resources and budget allocations effectively.

Monitor KPIs and deliver performance reports to upper management.