# Associate - Travel Call Center, Reservation Support Operations

**Company**: Capital One
**Location**: Alabang
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Alabang-Muntinlupa-City/Associate---Travel-Call-Center--Reservation-Support-Operations_R1004128?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b4015a58-2da

## Description

Capital One Travel is seeking an operational lead to support our Reservation Support call center function in the Philippines.

This role involves overseeing day-to-day operations, providing strategic direction to BPO partners, and ensuring seamless support for customers and supply partners.

**General Responsibilities:**

- Operations Management: Direct and oversee the day-to-day operations of the Reservation Support call center function, ensuring consistent service delivery for inbound calls and emails from partners as well as customer follow-ups.

- BPO Partner Oversight: Provide clear operational direction to BPO partners, managing performance metrics and tracking key KPIs to ensure quality and efficiency.

- Partner Support: Act as the primary point of contact for complex partner issues and manage proactive hotel relocation efforts.

- Cross-Functional Collaboration: Partner with Supply and Agency teams to align on operational goals and support the integration of new supply partnerships.

- Process Improvement: Continuously identify opportunities to refine support processes, reducing negative impacts on customers and enhancing the overall customer experience.

- Special Projects: Participate in special projects that support Capital One Travel servicing operations.

**Basic Qualifications:**

- Education: High School Diploma.

- Experience: At least 2 years of experience in customer service and call center operations.

- Domain Experience: Working with BPO firms and scaling the operations of agents.

- Industry Knowledge: Basic foundational understanding of the travel industry.

- Skills and Competencies:

- Strong quantitative orientation with critical thinking skills.

- Strong organizational skills with the ability to manage multiple operational streams simultaneously.

- 2+ years of experience using G Suite.

- 1+ years of experience using Google Sheets or Microsoft Excel.

**Preferred Qualifications:**

- Higher Experience Threshold: At least 3 years of experience in customer service and call center operations.

- Niche Technical Experience: Experience working with travel third-party suppliers.

- Soft Skills: Strong verbal and written communication skills and cross-functional collaboration experience.

- Advanced Tech/admin Skills: 2+ years of experience using G Suite and Google Sheets or Microsoft Excel.

## Skills

### Required
- G Suite
- Google Sheets
- Microsoft Excel
- quantitative analysis
- organisational skills

### Nice to have
- travel industry knowledge
- BPO firm experience
- cross-functional collaboration
- verbal and written communication skills

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Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/Alabang-Muntinlupa-City/Associate---Travel-Call-Center--Reservation-Support-Operations_R1004128?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)