Travel BPO Operations Manager

About the role

ATAIN is seeking a proactive Operations Manager to lead a travel BPO team in Alabang, Muntinlupa. The role focuses on delivering high‑quality customer experience for travel‑related services, ensuring compliance with client policies and service level agreements.

Key responsibilities

• Ensure the team meets and exceeds stipulated timelines and SLAs.
• Manage staff performance, conduct regular coaching, and hold monthly meetings.
• Oversee staff retention, recruitment, and performance appraisals.
• Maintain qualitative and quantitative productivity metrics.
• Resolve escalated queries and handle customer escalations.
• Communicate updates on policies, procedures, and processes to the team.
• Coordinate with client coordinators and conduct conference calls with overseas clients.
• Lead appraisal discussions (PMS) with Team Leads.

Required profile

• Bachelor’s degree in any field.
• 2‑3 years of relevant experience, preferably in Travel BPO or travel agency operations.
• Proven experience managing large teams.
• Willingness to work onsite in Alabang, Muntinlupa.

Required skills

• Strong people and team management abilities.
• Excellent analytical, problem‑solving, and communication skills.
• Ability to manage workflows, forecast, and mitigate risks.
• Customer‑focused mindset with a focus on compliance.