Team Lead / Supervisor - Travel Account

Operations Supervisor Travel / Airline (Taguig) | Onsite

Location : McKinley West, Taguig

Work Setup : Onsite

Shift Schedule : Night Shift

Start Date : ASAP

Role Overview :

We are seeking an experienced Operations Supervisor to lead a team of customer service agents in a dynamic travel and airline contact center environment. The ideal candidate will have a passion for people management, strong operational insight, and a commitment to delivering exceptional customer experiences.

Key Responsibilities :

Team Leadership : Effectively manage and lead a team of customer service agents to meet and exceed performance targets, ensuring high service quality and operational efficiency.

Coaching & Development : Provide regular feedback, mentoring, and training to support professional growth and skill enhancement.

Performance Monitoring : Track and analyze team and individual performance metrics; implement strategies to drive continuous improvement.

Team Engagement : Cultivate a positive, collaborative, and accountable team environment.

Subject Matter Expertise : Serve as a point of escalation and provide expert guidance on complex customer issues and inquiries.

Cross-functional Collaboration : Work closely with internal teams and stakeholders to ensure seamless operations and an exceptional customer experience.

Operational Oversight :

Supervise daily operations including scheduling, workload distribution, and performance monitoring.

Ensure compliance with company policies, safety standards, and legal requirements.

Identify workflow bottlenecks and recommend improvements to optimize productivity.

Monitor KPIs and report progress and performance updates to management.

Oversee resource allocation and support budget management activities.

Qualifications :

• Minimum of 1-2 years experience in a supervisory or team lead role within a contact center or customer service environment (preferably in the travel or airline industry).

Strong leadership, communication, and problem-solving skills.

Ability to coach and motivate team members in a fast-paced environment.

Proficient in analyzing data and performance metrics to inform decisions.

Willingness to work onsite on a night shift schedule.

Immediate availability is highly preferred.