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

Operations Supervisor - GDS Experience