Contact Center Supervisor: Lead, Coach & Elevate Service

Travel-Leisure-Co; Mabalacat; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, shaping guest experiences worldwide.

This role focuses on coaching teams, improving performance, and building a culture of accountability and success in a fast-paced contact center. You will lead a Consumer Finance team, monitor performance, handle escalations, ensure quality and compliance, and partner with cross-functional teams on staffing and development.

Qualifications

• Experience leading or supervising teams in a contact center or customer service environment.
• Proven coaching, mentoring, and performance management capabilities.
• Strong communication, stakeholder management, and analytical problem-solving skills.

Responsibilities

• Lead, coach, and develop a Consumer Finance team to meet performance and service goals.
• Monitor team performance, provide feedback, and implement coaching strategies.
• Manage escalated customer issues and support complex inquiries.
• Ensure service levels, quality standards, and compliance.
• Analyze performance trends to improve processes and productivity.
• Collaborate with cross-functional teams on workforce planning and recruitment.

Skills

Leadership experience

Coaching

Performance management

Customer service

Analytical

Stakeholder management

MS Office

Tools

Microsoft Office

Job description

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, shaping guest experiences worldwide.

This role focuses on coaching teams, improving performance, and building a culture of accountability and success in a fast-paced contact center. You will lead a Consumer Finance team, monitor performance, handle escalations, ensure quality and compliance, and partner with cross-functional teams on staffing and development.