Travel Reservations Operations Lead - BPO & Partner Support

Capital One Philippines Support Services Corp.; Muntinlupa; Hybrid; PHP 700,000 - 1,000,000; Full time

Job summary

Capital One Travel is seeking an operational lead to support our Reservation Support Call Center function in the Philippines. This role will oversee day-to-day operations and partner with BPOs to deliver high-quality service to customers and hotels.

You will drive performance, manage escalations, and collaborate with cross-functional teams on new travel partnerships, process improvements, and special projects within Capital One Travel.

Qualifications

• At least 2 years in customer service and call center operations.
• Experience working with BPO firms and scaling agent operations.
• Foundational travel industry knowledge and eagerness to learn more about travel.

Responsibilities

• Oversee day-to-day operations of the Reservation Support call center.
• Provide operational direction to BPO partners and manage performance metrics.
• Act as primary contact for complex partner issues and escalations.
• Collaborate with Supply and Agency teams on new travel partnerships and goals.
• Identify opportunities to refine support processes and enhance customer experience.
• Participate in special projects supporting Capital One Travel servicing operations.

Skills

Quantitative orientation

Strong organizational skills

Cross-functional collaboration

Education

High School Diploma or GED

Tools

G Suite

Google Sheets

Microsoft Excel

Job description

Capital One Travel is seeking an operational lead to support our Reservation Support Call Center function in the Philippines. This role will oversee day-to-day operations and partner with BPOs to deliver high-quality service to customers and hotels.

You will drive performance, manage escalations, and collaborate with cross-functional teams on new travel partnerships, process improvements, and special projects within Capital One Travel.