Contact Centre Manager

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

We are seeking an experienced Contact Centre Manager to join our dynamic team at Travel + Leisure Global Support Services (Philippines), Inc.'. in our Clark Freeport Zone Pampanga location. In this full-time role, you will be responsible for leading and managing our contact centre operations, ensuring exceptional customer service and driving continuous improvement.

How You'll Shine

• Oversee the day-to-day operations of the contact centre, including staffing, quality assurance, and performance monitoring

• Develop and implement strategies to enhance customer satisfaction, efficiency, and productivity

• Analyse contact centre metrics and data to identify areas for improvement and drive operational excellence

• Provide leadership and support to a team of contact centre supervisors and agents, fostering a positive and collaborative work environment

• Liaise with key stakeholders to understand business requirements and align contact centre operations accordingly

• Ensure compliance with relevant regulations, policies, and procedures

• Implement and maintain effective training programs to develop the skills and knowledge of the contact centre team

• Continually seek opportunities for process improvement and innovation to enhance the customer experience
   

What You'll Bring

• Significant experience (at least 5 years) in a contact centre management role, preferably in the Call Centre & Customer Service industry

• Demonstrated expertise in managing and leading a team of contact centre professionals, with a focus on performance management and team development

• Excellent problem-solving, decision-making, and analytical skills to optimise contact centre operations

• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams

• Experience in implementing and managing quality assurance processes and key performance indicators (KPIs)

• Familiarity with contact centre technologies and software, including data analysis and reporting tools

• A proven track record of driving continuous improvement and innovation in a contact centre environment
   

How You'll be Rewarded

• Competitive salary and incentive programs

• Comprehensive benefits package, including health insurance and retirement plans

• Opportunities for professional development and career advancement

• Supportive and collaborative work environment

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.