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.