Contact Center Supervisor: Coach, Escalations & Performance

Travel + Leisure Co.; Central Luzon; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Travel + Leisure Co. is seeking an experienced consumer finance leader to coach, develop, and lead a high-performing contact center team focused on exceptional customer service and compliant operations.

You will monitor performance, manage escalations, drive process improvements, and collaborate with cross-functional partners to achieve service goals and business outcomes. Recruitment, onboarding, and workforce planning support will be part of your responsibilities.

Qualifications

• Experience leading or supervising in a contact center, customer service, collections, or consumer finance environment.
• Strong coaching, mentoring, and performance management capabilities.
• Ability to manage escalated customer issues and deliver effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Analytical and problem-solving abilities with a focus on continuous improvement.
• Ability to prioritize competing demands and thrive in a results-driven environment.

Responsibilities

• Lead, coach, and develop a team of Consumer Finance professionals to achieve performance and service goals.
• Monitor team performance, provide regular feedback, and implement coaching strategies to drive results.
• Manage customer escalations and support the resolution of complex customer inquiries and concerns.
• Ensure service levels, quality standards, and compliance requirements are consistently achieved.
• Analyze performance trends and identify opportunities to improve processes, productivity, and customer satisfaction.
• Collaborate with cross-functional teams to deliver the best possible outcomes for customers and the business.
• Support workforce planning, recruitment, onboarding, and employee development initiatives.
• Foster a positive, engaged, and high-performing team culture.

Skills

Leadership

Coaching

Performance management

Customer service

Escalation handling

Communication

Stakeholder management

Analytical thinking

Problem solving

MS Office

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Travel + Leisure Co. is seeking an experienced consumer finance leader to coach, develop, and lead a high-performing contact center team focused on exceptional customer service and compliant operations.

You will monitor performance, manage escalations, drive process improvements, and collaborate with cross-functional partners to achieve service goals and business outcomes. Recruitment, onboarding, and workforce planning support will be part of your responsibilities.