Operations Manager for a Travel Program

Teleperformance; Davao City; On-site; PHP 312,000 - 424,000; Full time

Job summary

Teleperformance in the Philippines (Davao City) is seeking an experienced Specialist to lead a specialized discipline and drive development of new solutions for programs and processes. You will coach and mentor others, and ensure the team delivers high-impact results across customer service initiatives.

The role emphasizes in-depth knowledge across related disciplines and hands-on leadership to guide projects and strategic activities within the department.

Qualifications

• Experience as a specialist with broad knowledge of related disciplines.
• Leads a team of Specialists and mentors/train others in the area of expertise.
• Drives development of new solutions for programs, projects, or processes.

Responsibilities

• Drive development of new solutions for programs, complex projects, processes or activities.
• Coaches and trains others on the area of expertise to elevate team capability.
• Leads policy/process standard implementation aligned with department strategy.

Skills

BPO leadership

Travel experience

Job description

Job Description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including:

Call center-based customer support in response to a high volume of low complexity inquiries

Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:

Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Required Skills

• Preferably with BPO Travel experience as a leader.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.