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.