Operations Manager (BPO)
Private Advertiser Cebu Full-time
Job Summary
We are seeking an experienced and results-driven Operations Manager – Travel & Hotel Reservations to oversee travel and hospitality operations within our Cebu call center site.
The Operations Manager will be responsible for driving operational excellence, managing day-to-day account performance, leading operations teams, ensuring service delivery targets are met, and maintaining strong client relationships for hotel and travel reservation accounts.
Key Responsibilities- Manage daily operations for travel and hotel reservation accounts to ensure high-quality service delivery
- Monitor and achieve KPIs, SLAs, productivity, quality, and customer satisfaction targets
- Lead and develop Team Leaders, Supervisors, and operations support staff
- Drive performance management, coaching, and employee engagement initiatives
- Handle client communications and serve as a key operational contact for account-related concerns
- Conduct regular business reviews and provide operational performance reports
- Develop and implement strategies to improve operational efficiency, customer experience, and profitability
- Coordinate with Recruitment, Training, Workforce Management, and Quality teams to support operational requirements and account growth
- Manage escalations and ensure timely resolution of customer and client issues
- Identify process improvement opportunities and implement best practices across operations
- Bachelor’s degree in Business Administration, Hospitality Management, Tourism, or related field preferred
- Minimum 5 years of BPO operations experience with at least 2 years in an Operations Manager role
- Experience handling travel, airline, hotel reservations, or hospitality accounts is highly preferred
- Strong leadership, people management, and client management skills
- Excellent communication, analytical, and problem-solving abilities
- Experience managing KPIs, SLAs, workforce planning, and operational reporting
- Willing to work onsite in Cebu City
- Knowledge of travel reservation systems such as Amadeus, Sabre, or Galileo is an advantage
- Ability to work in a fast-paced and shifting environment
- Strong stakeholder and customer relationship management experience
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