Associate - Travel Call Center, Reservation Support Operations
Core
Operational lead for Reservation Support call center, managing day-to-day operations, BPO partners, and supply partner support (hotels) for Capital One Travel.
Role type
Senior IC operations manager (call center)
Builds
Reservation support services for customers and supply partners
Domain
Travel industry, BPO operations
Required skills
Operations management, BPO partner oversight, KPI tracking, cross-functional collaboration, process improvement, data-driven analysis, G Suite, Excel/Sheets
Preferred skills
Advanced Excel/Sheets, travel third-party supplier experience, automation tooling knowledge
Responsibilities
Oversee call center operations, manage BPO partner performance, resolve complex partner escalations, align with Supply/Agency teams, refine support processes, execute special projects