Operations Supervisor - GDS Experience

About the role

Teleperformance Philippines is looking for a highly motivated Team Leader with strong leadership experience in a Travel account and hands-on knowledge of Global Distribution Systems (GDS) . The successful candidate will be responsible for driving team performance, ensuring operational excellence, and supporting agents in delivering exceptional customer service while achieving business objectives.

Key responsibilities:

• Lead, supervise, and mentor a team of customer service representatives to ensure consistent delivery of high-quality service standards and adherence to quality metrics
• Manage day-to-day operations of the travel account, including scheduling, staffing, and resource allocation to meet service level agreements
• Provide coaching and performance feedback to team members, identifying development opportunities and conducting training sessions on GDS systems, travel policies, and customer service excellence
• Monitor and analyse key performance indicators (KPIs), including call handling times, customer satisfaction scores, and first-call resolution rates, and develop action plans to improve performance
• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction
• Maintain accuracy in booking systems and GDS platforms, ensuring all transactions are completed correctly and in accordance with company procedures
• Collaborate with the Account Manager and other departments to implement new policies, procedures, and system updates
• Conduct regular team meetings to communicate updates, celebrate achievements, and address operational challenges
• Track attendance, leave management, and productivity metrics for the team
• Contribute to the development and maintenance of standard operating procedures and best practice documentation

What we're looking for:

• Proven experience of at least 3-5 years in a customer service or BPO environment, with a minimum of 2 years in a supervisory or team leadership role
• Strong expertise and hands-on experience with Global Distribution Systems (GDS) such as Amadeus, Galileo, or Sabre; GDS experience is essential for this role
• Demonstrated knowledge of travel industry operations, including flight bookings, hotel reservations, and travel policies
• Excellent communication and interpersonal skills, with the ability to build rapport with team members and customers
• Strong leadership capabilities with the ability to motivate, develop, and inspire team members to achieve targets
• Proficiency in Microsoft Office applications and familiarity with workforce management and call center systems
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment
• Outstanding problem-solving skills and ability to make sound decisions under pressure
• Customer-focused mindset with a commitment to delivering exceptional service quality
• Strong analytical and reporting skills, with the ability to interpret data and provide actionable insights