Deskripsi Pekerjaan
Are you a seasoned BPO leader with a passion for the travel and hospitality industry? We are looking for a dynamic Operations Manager to join our team in Cebu City. In this pivotal role, you will be the backbone of our travel and hotel reservations account, driving operational excellence, team performance, and client satisfaction.
You will lead a high-performing team of support agents and supervisors, ensuring that our service delivery meets the rigorous standards of our global travel partners. The ideal candidate is a strategic thinker who excels at data-driven decision-making, process optimization, and talent development. If you thrive in a fast-paced BPO environment and have a proven track record of managing complex hospitality accounts, we want to hear from you.
Tanggung Jawab
- Oversee end-to-end operational performance of the Travel & Hotel Reservations account.
- Monitor and improve key performance indicators (KPIs) such as CSAT, AHT, and FCR.
- Develop and mentor team leaders and support staff to achieve career growth and operational targets.
- Manage capacity planning, staffing levels, and scheduling to ensure 24/7 coverage.
- Lead continuous improvement initiatives to streamline reservation workflows and reduce operational costs.
- Act as the primary point of contact for stakeholders, providing detailed performance reports and strategic insights.
- Maintain compliance with industry standards, data privacy laws, and quality assurance protocols.
Kualifikasi
- At least 5 years of experience in BPO Operations Management, specifically within the Travel or Hospitality sector.
- Strong command of BPO metrics (AHT, CSAT, NPS, Attrition, and Utilization).
- Excellent leadership skills with the ability to manage large, multi-level teams.
- Proficiency in workforce management tools and CRM platforms used in travel booking.
- Exceptional problem-solving abilities and a data-oriented mindset.
- Excellent verbal and written communication skills in English.
- Willingness to work on shifting schedules to support global clients.