Capital OneAssociate - Travel Call Center, Reservation Support Operations
Capital One is hiring an Associate - Travel Call Center, Reservation Support Operations. Level rates it ; you can apply on Capital One.
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions operations management, bpo management and customer service among its tools and skills.
- Level classes it as a mid-level role.
- Capital One has 2,000+ other open roles on Level.
- Posted within the past week.
AI in this role
Oversee day-to-day call center operations and BPO partner performance for Capital One Travel reservation support.
Summary:
- Capital One Travel is seeking an operational lead to support our Reservation Support call center function in the Philippines. This area of the business is focused on customer follow ups and also providing phone and email support to our supply partners, primarily hotels.
- In this role, you will be responsible for overseeing day-to-day operations, providing strategic direction to our BPO partners, and ensuring seamless support for both our customers and supply partners. You will track and manage BPO performance to maintain high service standards as we expand our direct supply partnerships.
General Responsibilities:
- Operations Management: Direct and oversee the day-to-day operations of the Reservation Support call center function, ensuring consistent service delivery for inbound calls and emails from partners as well as customer follow ups.
- BPO Partner Oversight: Provide clear operational direction to BPO partners, managing performance metrics and tracking key KPIs to ensure quality and efficiency.
- Partner Support: Act as the primary point of contact for complex partner issues (e.g., VCC issues, partner escalations) and manage proactive hotel relocation efforts.
- Cross-Functional Collaboration: Partner with Supply and Agency teams to align on operational goals and support the integration of new supply partnerships, including new travel verticals.
- Process Improvement: Continuously identify opportunities to refine support processes, reducing negative impacts on customers and enhancing the overall customer experience.
- Special Projects: Participate in special projects that support Capital One Travel servicing operations.
Basic Qualifications:
- Education: High School Diploma.
- Experience: At least 2 years of experience in customer service and call center operations.
- Domain Experience: Working with BPO firms and scaling the operations of agents.
- Industry Knowledge: Basic foundational understanding of the travel industry (eg: flights, hotels, rental cars, etc.) and eagerness to learn more about travel in general and Capital One Travel.
- Skills and Competencies:
- Strong quantitative orientation with the critical thinking skills needed to identify business challenges and provide grounded, data-driven recommendations.
- Strong organizational skills with the ability to manage multiple operational streams simultaneously.
- 2+ years of experience using G Suite.
- 1+ years of experience using Google Sheets or Microsoft Excel.
- Mindset: Curiosity around automation, Al-assisted operational tooling, and operational process improvement
Preferred Qualifications:
- Higher Experience Threshold: At least 3 years of experience in customer service and call center operations.
- Niche Technical Experience: Experience working with travel third-party suppliers.BPO firms and scaling the operations of agents.
- Soft SKills: Strong verbal and written communication skills and cross-functional collaboration experience
- Advanced Tech/admin Skills:
- 2+ years of experience using G Suite.
- 2+ years of experience using Google Sheets or Microsoft Excel.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
How we rate this
Associate - Travel Call Center, Reservation Support Operations at Capital One rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where operations management was part of your work. What did you do?
- Tell me about a project where bpo management was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where travel operations was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Operations Management, Bpo Management, Customer Service, and Travel Operations. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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