Contact Center Operations Supervisor

4 weeks ago

Pasay, Philippines Philippine Airlines Full time

Why Join Us?

  • Asia’s First and Longest-Serving Airline
  • Get a chance to enjoy travel perks for you and your family
  • A collaborative work culture and environment
Who Are We Looking For?
  • Bachelor’s degree in any relevant field
  • At least 2 years of experience in leading a team within contact center operations, or customer service—preferably in an airline, BPO, or outsourced services environment.
  • Demonstrated experience in at least two of the following areas: Quality Assurance, Training & Development, and Workforce Management.
  • Hands-on experience using various quality monitoring systems and workforce management tools
  • Strong leadership and team management skills, with a track record of coaching, developing, and equipping internal teams to meet operational and service goals.
  • Proficient in data analysis and reporting tools (e.g., Excel, Tableau, Power BI) with the ability to translate data into actionable insights.
What’s The Role All About?

The Contact Center Operations Officer supports Philippine Airlines’ contact center operations by overseeing and coordinating training, quality assurance, and workforce management activities across three outsourced partner vendors. The role ensures that contact center agents are well-trained, service quality is consistently upheld, and staffing levels align with operational needs and service level targets.

Major Responsibility Areas
  • Operational Oversight of Vendor Service Delivery
  • Quality Assurance Program Execution
  • Workforce Support & Capacity Planning
  • Training and Capability Building
  • Data Analytics and Operational Reporting
Core Competencies
  • Strong leadership and team management skills, with a track record of coaching, developing, and equipping internal teams to meet operational and service goals.
  • Excellent communication, collaboration, and stakeholder engagement capabilities.
  • Highly organized, with keen attention to detail and the ability to manage multiple priorities under pressure.
  • A proactive, analytical, and service-driven mindset, with a focus on innovation and continuous improvement.
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