Associate - Travel Call Center, Reservation Support Operations

Capital One Philippines Support Services Corp.; Muntinlupa; Hybrid; PHP 700.000 - 1.000.000; Vollzeit

Zusammenfassung

Capital One Travel is seeking an operational lead to support our Reservation Support Call Center function in the Philippines. This role will oversee day-to-day operations and partner with BPOs to deliver high-quality service to customers and hotels.

You will drive performance, manage escalations, and collaborate with cross-functional teams on new travel partnerships, process improvements, and special projects within Capital One Travel.

Qualifikationen

• At least 2 years in customer service and call center operations.
• Experience working with BPO firms and scaling agent operations.
• Foundational travel industry knowledge and eagerness to learn more about travel.

Aufgaben

• Oversee day-to-day operations of the Reservation Support call center.
• Provide operational direction to BPO partners and manage performance metrics.
• Act as primary contact for complex partner issues and escalations.
• Collaborate with Supply and Agency teams on new travel partnerships and goals.
• Identify opportunities to refine support processes and enhance customer experience.
• Participate in special projects supporting Capital One Travel servicing operations.

Kenntnisse

Quantitative orientation

Strong organizational skills

Cross-functional collaboration

Ausbildung

High School Diploma or GED

Tools

G Suite

Google Sheets

Microsoft Excel

Jobbeschreibung

Role Summary

Capital One Travel is seeking an operational lead to support our Reservation Support Call Center function in the Philippines. This area of the business is focused on customer follow ups and also providing phone and email support to our supply partners, primarily hotels.

In this role, you will be responsible for overseeing day-to-day operations, providing strategic direction to our BPO partners, and ensuring seamless support for both our customers and supply partners. You will track and manage BPO performance to maintain high service standards as we expand our direct supply partnerships.

Key Responsibilities

• Operations Management: Direct and oversee the day-to-day operations of the Reservation Support call center function, ensuring consistent service delivery for inbound calls and emails from partners as well as customer follow ups.
• BPO Partner Oversight: Provide clear operational direction to BPO partners, managing performance metrics and tracking key KPls to ensure quality and efficiency.
• Partner Support: Act as the primary point of contact for complex partner issues (e.g., VCC issues, partner escalations) and manage proactive hotel relocation efforts.
• Cross-Functional Collaboration: Partner with Supply and Agency teams to align on operational goals and support the integration of new supply partnerships, including new travel verticals.
• Process Improvement: Continuously identify opportunities to refine support processes, reducing negative impacts on customers and enhancing the overall customer experience.
• Special Projects: Participate in special projects that support Capital One Travel servicing operations.

Basic Qualifications

• High School Diploma, GED, equivalent certification, or military experience.
• At least 2 years of experience in customer service and call center operations.
• Experience working with BPO firms and scaling the operations of agents.
• A basic foundational understanding of the travel industry (eg: flights, hotels, rental cars, etc.) and eagerness to learn more about travel in general and Capital One Travel.
• A strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
• Strong organizational skills with the ability to manage multiple operational streams simultaneously.
  2+ years of experience using G Suite.
• 1+ years of experience using Google Sheets or Microsoft Excel.
• Curiosity around automation, Al-assisted operational tooling, and operational process improvement
• Amenable to a Hyrbid Setup
• Amenable to working from Monday to Friday, 8PM - 5AM, Manila
• Open to working in Alabang, Muntinlupa

Preferred Qualifications

• High School Diploma, GED, equivalent certification, or military experience.
• At least 3 years of experience in customer service and call center operations.
• Experience working with BPO firms and scaling the operations of agents.
• A basic foundational understanding of the travel industry (eg: flights, hotels, rental cars, etc.) and eagerness to learn more about travel in general and Capital One Travel.
• Experience working with travel third-party suppliers.A strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
• Strong organizational skills with the ability to manage multiple operational streams simultaneously.
• Strong verbal and written communication skills and cross-functional collaboration experience
• 2+ years of experience using G Suite.
• 2+ years of experience using Google Sheets or Microsoft Excel.
• Curiosity around automation, Al-assisted operational tooling, and operational process improvement.