Travel Reservations Ops Lead — BPO & Partners

Capital One; Oslo fylke; On-site; NOK 80,000 - 121,000; Full time

Job summary

Capital One Travel is seeking an operational lead to support our Reservation Support call center in the Philippines. You will oversee day-to-day operations, provide strategic direction to our BPO partners, and ensure seamless support for customers and supply partners.

The role emphasizes monitoring performance, driving process improvements, and coordinating with cross-functional teams as we expand our travel partnerships.

Qualifications

• Education: High School Diploma.
• At least 2 years in customer service and call center operations.
• Experience with BPO firms and scaling operations of agents.
• Basic travel industry knowledge and eagerness to learn more about travel.

Responsibilities

• Direct and oversee day-to-day Reservation Support call center operations.
• Provide clear operational direction to BPO partners and track KPIs.
• Serve as primary contact for complex partner issues and escalations.
• Collaborate with Supply and Agency teams to align on goals and new partnerships.
• Identify and implement process improvements to enhance the customer experience.
• Participate in special projects supporting Capital One Travel operations.

Skills

Quantitative analysis

Organizational skills

G Suite

Google Sheets

Microsoft Excel

Data-driven recommendations

Education

High School Diploma

Tools

G Suite

Google Sheets

Microsoft Excel

Job description

Capital One Travel is seeking an operational lead to support our Reservation Support call center in the Philippines. You will oversee day-to-day operations, provide strategic direction to our BPO partners, and ensure seamless support for customers and supply partners.

The role emphasizes monitoring performance, driving process improvements, and coordinating with cross-functional teams as we expand our travel partnerships.