TAAP Travel Support Lead - Night Shift

BeepXtra Philippines, Inc.; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

BeepXtra Philippines, Inc. is seeking a proactive Team Supervisor to lead TAAP operations for Expedia accounts in the Philippines. You will organize schedules, monitor performance, train new hires, and ensure service levels meet SLAs during night shifts.

The role requires strong English communication, supervisory experience, and proficiency in CRM tools. You will coordinate with management to optimize processes and maintain compliance with corporate policies.

Qualifications

• Exceptional written and spoken English communication skills.
• Proven experience in Sales Support, Customer Service or related roles, preferably in Travel or Hospitality.
• At least 2 years of supervisory experience in a similar capacity.
• Strong organizational skills with the ability to multitask and prioritize.
• Demonstrated leadership skills to inspire and motivate a team.
• Experience in attendance monitoring, leave tracking and overtime approvals.
• Willingness to work on Night Shift schedule.

Responsibilities

• Prepare and manage the weekly work schedule, ensure to update regularly to accommodate exceptions such as sick leaves, vacation days and training sessions.
• Generate weekly call reports from RingCentral to ensure service levels are met and identify anomalies for coaching.
• Use the call scorecard to evaluate and rate call recordings.
• Facilitate new hire training and provide comprehensive instruction on TAAP responsibilities.
• Ensure inbound TAAP emails are acknowledged within an average of 4 hours.
• Maintain compliance with SLAs, achieving a minimum of 65% of inbound calls answered within 30 seconds.
• Organize and facilitate weekly or bi-weekly team meetings.
• Delegate tasks assigned directly by Expedia Management.
• Equip team with Balto AI software and provide feedback on its effectiveness.
• Host weekly TAAP Escalation meetings to track progress on cases.
• Train the team to support non-TAAP clients, such as Europcar.
• Identify gaps and suggest improvements to increase efficiency.
• Consolidate TAAP accounts into the HOST account as required by Expedia.
• Oversee team assignments to meet deadlines; raise issues with the Manager as needed.
• Conduct Annual Employee Reviews and discuss feedback before HR submission.
• Administer discipline or accolades as appropriate.
• Conduct interviews for New Hires.
• Monitor lunch breaks and leaves to maintain staffing levels.
• Manage overtime to stay within budget and maintain efficiency.
• Collaborate with HR to ensure policy adherence across the team.

Skills

English proficiency

Customer service

Supervisory experience

Organizational skills

Leadership

Attendance tracking

Night shift

Tools

Salesforce

MS Office

CRM tools

Job description

BeepXtra Philippines, Inc. is seeking a proactive Team Supervisor to lead TAAP operations for Expedia accounts in the Philippines. You will organize schedules, monitor performance, train new hires, and ensure service levels meet SLAs during night shifts.

The role requires strong English communication, supervisory experience, and proficiency in CRM tools. You will coordinate with management to optimize processes and maintain compliance with corporate policies.