Travel CX Operations Lead

Stafflink Express; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Stafflink Express is seeking a seasoned team leader for its BPO/customer service operations, with travel/hospitality account experience. The role is onsite at Rockwell, Pasig, requiring strong leadership, KPI oversight, and a focus on process improvement to enhance customer satisfaction.

The ideal candidate will coach a team of individual contributors, manage day-to-day operations, and handle escalations while driving performance improvements across the contact center environment.

Qualifications

• At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment.
• Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment.
• Strong experience in customer service operations, handling customer concerns and escalations.
• Proven experience leading and managing a team of individual contributors.
• Knowledge of KPI management, performance monitoring, coaching, and process improvement.
• Able to manage day-to-day operations and resolve operational/customer issues within a defined scope.
• Demonstrated ability to identify process gaps and implement improvements.
• Strong communication, coaching, and problem-solving skills.
• Willing to work onsite in Rockwell, Pasig

Responsibilities

• Lead and supervise a BPO/customer service team.
• Oversee day-to-day operations within a defined scope.
• Identify process gaps and implement improvements.
• Coach and develop team members to meet KPIs.
• Manage escalations and ensure customer satisfaction.
• Coordinate with cross-functional teams in Rockwell, Pasig.

Skills

Leadership experience

Travel/Hospitality BPO

Customer service operations

Team management

KPI management

Process improvement

Communication skills

Coaching

Problem solving

On-site availability

Job description

Stafflink Express is seeking a seasoned team leader for its BPO/customer service operations, with travel/hospitality account experience. The role is onsite at Rockwell, Pasig, requiring strong leadership, KPI oversight, and a focus on process improvement to enhance customer satisfaction.

The ideal candidate will coach a team of individual contributors, manage day-to-day operations, and handle escalations while driving performance improvements across the contact center environment.