Supervisor, Contact Center

Travel + Leisure Co.; Philippines; On-site; PHP 558,000 - 893,000; Full time

Job summary

Travel + Leisure Co. is seeking a Supervisor, Contact Center to lead and coach a Consumer Finance team in the Philippines. You will drive performance, resolve escalated inquiries, and uphold service levels while fostering a culture of accountability and continuous improvement.

You will collaborate with cross-functional teams to optimize processes, participate in workforce planning, and develop your team for long-term success in a fast-paced, customer-focused environment.

Qualifications

• Previous leadership or supervisory experience in contact center, customer service, or related environment.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling escalated customer issues and delivering effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Analytical and problem-solving abilities with a focus on continuous improvement.

Responsibilities

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

Skills

Leadership/Supervisory

Coaching

Escalation handling

Communication

Analytical problem solving

MS Office (Excel/Word/Outlook)

Tools

Excel

Word

Outlook

Job description

## Supervisor, Contact CenterApply: Philippines: Full time: Posted Today: R-130276**We Put the World on Vacation**Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.This role is ideal for a people-focused leader who is passionate about coaching teams, improving performance, and creating a culture of accountability and success. You'll play a key role in supporting customer interactions, resolving escalated issues, and driving continuous improvement initiatives that contribute to both team and business objectives. **How You'll Shine*** 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. **What You'll Bring**We're looking for an experienced leader who can inspire teams, drive operational performance, and effectively manage customer relationships in a fast-paced environment.**Required Experience & Skills*** Previous leadership or supervisory experience within a contact center, customer service, collections, consumer finance, or related environment.* Strong coaching, mentoring, and performance management capabilities.* Experience handling escalated customer issues and delivering effective resolutions.* Excellent communication, interpersonal, and stakeholder management skills.* Strong analytical and problem-solving abilities with a focus on continuous improvement.* Ability to prioritize competing demands and thrive in a results-driven environment.* Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.* Experience working within a regulated or compliance-focused environment is advantageous. **Why Join Travel + Leisure Co.?**At Travel + Leisure Co., you'll be part of a global organization that values teamwork, innovation, and professional growth. You'll have the opportunity to lead talented individuals, collaborate across multiple business functions, and make a meaningful impact on the experiences of our owners and customers. We are committed to developing our people, recognizing achievements, and creating an environment where associates can build rewarding and successful careers. If you're a passionate leader with a commitment to customer excellence and team development, we'd love to hear from you.**Where Memories Start with You**Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.