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.