Travel Reservations Operations Lead

Capital One; Muntinlupa; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Capital One Travel in the Philippines is seeking an operational lead to oversee the Reservation Support center, guiding day-to-day operations, and providing strategic direction to BPO partners to ensure reliable service for customers and hotels. You will track performance, implement process improvements, and drive cross-functional collaboration with Supply and Agency teams as the company expands its supply partnerships.

Formación

• High School Diploma required for this role.
• At least 2 years in customer service and call center operations.
• Experience with BPO firms and scaling agent operations.
• Basic travel industry knowledge and eagerness to learn.
• Strong ability to identify business challenges using data.

Responsabilidades

• Direct and oversee day-to-day Reservation Support call center operations.
• Provide operational direction to BPO partners and track KPIs.
• Serve as primary contact for complex partner issues and escalations.
• Collaborate with Supply and Agency teams to align on goals.
• Identify opportunities to refine support processes and improve CX.
• Participate in special projects to support Capital One Travel operations.

Conocimientos

Data-driven decision making

Analytical thinking

Organizational skills

Multitasking

Educación

High School Diploma

Herramientas

G Suite

Google Sheets

Descripción del empleo

Capital One Travel in the Philippines is seeking an operational lead to oversee the Reservation Support center, guiding day-to-day operations, and providing strategic direction to BPO partners to ensure reliable service for customers and hotels. You will track performance, implement process improvements, and drive cross-functional collaboration with Supply and Agency teams as the company expands its supply partnerships.