Operations Manager (Bpo)

ob 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

Qualifications

• 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

Preferred Skills

• 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

Pay: Php75,000.00 - Php85,000.00 per month

Work Location: In person