Associate - Travel Call Center, Reservation Support Operations

Alabang (96050), Philippines, Muntinlupa City, National Capital Region

Associate - Travel Call Center, Reservation Support Operations

Summary:

• Capital One Travel is seeking an operational lead to support our Reservation Support call center function in the Philippines. This area of the business is focused on customer follow ups and also providing phone and email support to our supply partners, primarily hotels.
• In this role, you will be responsible for overseeing day-to-day operations, providing strategic direction to our BPO partners, and ensuring seamless support for both our customers and supply partners. You will track and manage BPO performance to maintain high service standards as we expand our direct supply partnerships.

• 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 (e.g., VCC issues, partner escalations) 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, including new travel verticals.
• 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.

• 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 (eg: flights, hotels, rental cars, etc.) and eagerness to learn more about travel in general and Capital One Travel.
• Skills and Competencies:
  • Strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
  • 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.
• Mindset: Curiosity around automation, Al-assisted operational tooling, and operational process improvement

• 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.BPO firms and scaling the operations of agents.
• Soft SKills: Strong verbal and written communication skills and cross-functional collaboration experience
• Advanced Tech/admin Skills:
  • 2+ years of experience using G Suite.
  • 2+ years of experience using Google Sheets or Microsoft Excel.