Operations Assistant Manager, Pasay

Job Summary

The Operations Assistant Manager supports operational excellence across multi-tier support teams by overseeing supervisors, driving performance, and ensuring consistent service quality. This role works closely with leadership teams to maintain operational stability, improve customer experience, and support business growth initiatives.

Key Responsibilities

• Manage and coach Operations Supervisors across multiple support functions
• Ensure achievement of SLAs, customer satisfaction, quality, and productivity targets
• Oversee escalations related to technical, billing, compliance, or customer concerns
• Collaborate with QA, Training, Workforce, and Product teams to address operational gaps and readiness plans
• Analyze operational trends, risks, and improvement opportunities, providing actionable insights to leadership
• Support staffing readiness, ramp planning, and internal development initiatives

Qualifications

• Bachelors degree or equivalent experience
• At least 24 months of experience as a Senior Operations Supervisor or similar leadership role
• Strong understanding of chat, email, and ticket-based support operations
• Experience managing team leaders and operational performance in a BPO environment

Core Competencies

• Leadership and people management
• Operational and analytical decision-making
• Stakeholder communication and collaboration
• Escalation and risk management

Be part of a high-performing operations team and take your leadership career to the next level!

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