Travel Operations Team Lead

7 days ago


Mandaluyong City, National Capital Region, Philippines Penbrothers Full time
About the Role

We are seeking an experienced Travel Booking Operations Supervisor to lead our team in ensuring smooth booking operations and maintaining high service standards. This role involves overseeing the training of new staff members, managing shift schedules, and addressing staffing gaps or high-volume periods.

As a key member of our team, you will supervise a team of Booking Specialists, monitoring their adherence to service standards and operational guidelines. You will also act as the escalation point for complex booking issues or customer complaints, providing timely and effective resolutions.

To succeed in this role, you should have a strong background in the travel industry, familiarity with booking systems, and a passion for improving workflows in a dynamic environment.

  • Key Responsibilities:
  • Oversee the training of new staff members in standard operating procedures (SOPs) for booking processes.

  • Ensure seamless 24/7 coverage by managing shift schedules and addressing staffing gaps or high-volume periods.

  • Supervise a team of Booking Specialists, monitoring adherence to service standards and operational guidelines.

  • Act as the escalation point for complex booking issues or customer complaints, providing timely and effective resolutions.

  • Track and analyze team performance metrics, focusing on speed and accuracy, and provide coaching and additional training as needed.



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