Travel CX Operations Manager - Onsite Iloilo

Atain; Iloilo; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ATAIN, a leading CX company, is seeking an experienced Senior Team Lead / Assistant Manager to manage a travel account in Iloilo. The role focuses on leading a team to meet SLAs, coaching staff, and ensuring high-quality service delivery for global brands.

Ideal candidates will have 4–5 years in BPO, 2–3 years in Travel Processes, and GDS/CRS knowledge. This onsite position offers opportunities to drive operational excellence within a dynamic CX environment.

Qualifications

• Bachelor's degree in any field.
• 4-5 years of relevant BPO experience, including 2-3 years in Travel Processes.
• Knowledge of GDS / CRS.
• Preferably Senior Team Lead / Assistant Manager in Customer Service or Travel Account.
• Amenable to work onsite in Iloilo.

Responsibilities

• Ensure team meets and exceeds stipulated timelines and SLAs.
• Actively manage staff and address issues promptly and effectively.
• Train, coach and motivate Team Leads and team members; conduct monthly staff meetings.
• Responsible for staff retention, recruitment and performance appraisal.
• Maintain control of qualitative and quantitative productivity of team members.
• Resolve escalated customer queries and issues.
• Ensure team is updated on policy/process changes and communicates them clearly.
• Interact with client coordinators for process-related issues.
• Conduct conference calls with overseas clients and maintain regular email communication.

Skills

Leadership

Team management

Customer service

Travel processes

GDS knowledge

Education

Bachelor's degree

Job description

ATAIN, a leading CX company, is seeking an experienced Senior Team Lead / Assistant Manager to manage a travel account in Iloilo. The role focuses on leading a team to meet SLAs, coaching staff, and ensuring high-quality service delivery for global brands.

Ideal candidates will have 4–5 years in BPO, 2–3 years in Travel Processes, and GDS/CRS knowledge. This onsite position offers opportunities to drive operational excellence within a dynamic CX environment.