Operations Supervisor

Work Setup: Onsite (Cebu City)

Shift: Rotating/Shifting

Requirements:

• Bachelor's degree in business administration, hospitality, or a related field.
• At least 3 years of experience in reservations (flight/tours/hotel/rentals) with sales in a BPO/call center environment
• At least 2 years in a supervisory/leadership role
• Proficient in using GDS/reservation systems and tools
• Preferably available to start immediately

Key Responsibilities:

Team Management

• Lead and supervise the reservations team to ensure smooth daily operations.
• Monitor call handling, response times, and overall team productivity.
• Schedule shifts and ensure adequate staffing levels to meet demand.

Operational Excellence

• Ensure all reservations are processed accurately and in a timely manner.
• Address and resolve escalated customer issues or complaints effectively.
• Develop and implement standard operating procedures for the reservations team.

Performance Monitoring

• Track and evaluate team and individual performance metrics.
• Conduct regular coaching and feedback sessions to improve service quality.
• Prepare and submit performance and operations reports to management.

Customer Experience

• Ensure a seamless and positive customer journey from inquiry to booking.
• Identify and implement strategies to improve customer satisfaction.
• Collaborate with other departments to ensure a smooth customer experience.

Training and Development

• Onboard new team members and provide comprehensive training on systems and processes.
• Keep the team updated on company policies, new products, and industry trends.
• Foster a culture of continuous improvement and learning.

System and Technology Oversight

• Ensure the team efficiently uses reservation systems and tools.
• Report system issues and coordinate with the IT department for resolution.
• Provide input for system upgrades or enhancements to improve functionality.

Benefits:

Upon regularization:
- 10 VL, 10 SL, 5EL
- HMO Health Insurance avail on the 4th Month -(Employee + 1 Free Dependent)