Team Manager (Travel)

Location: Mabalacat City, Philippines; onsite

Employment type: Full-time

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Lead and develop a team of customer service professionals supporting a global travel account.
• Drive performance against CSAT, AHT, SLA, quality, and productivity KPIs.
• Provide coaching, feedback, and performance improvement plans.
• Analyze reports, identify trends, and implement data-driven performance strategies.
• Manage client and stakeholder relationships and align delivery with expectations.
• Manage queues, workflows, attendance, attrition, and shrinkage while leading root cause analysis and continuous improvement initiatives.

Requirements

• 2–4 years of experience in a Team Leader or Manager role, preferably in a BPO or contact center.
• Experience with travel, hospitality, or customer service accounts is advantageous.
• Strong understanding of contact center metrics and operations.
• Proven ability to lead teams and improve performance.
• Strong analytical, problem-solving, communication, coaching, mentoring, and stakeholder management skills.
• Proficiency in MS Office, including Excel, Word, and PowerPoint.

Culture & Benefits

• Fast-paced and dynamic working environment.
• Focus on customer experience, team development, and continuous improvement.
• Results-driven culture with an emphasis on data-based decision-making.
• Internal applicants must have at least 12 months of tenure in their current position, no disciplinary action in the past six months, and a recent FY PDP score of 4 or 5.