Assistant Manager Operations

Confidential; Iloilo; On-site; PHP 600,000 - 800,000; Full time

Job summary

Confidential is seeking an Assistant Manager to support a team of agents and team leads in the Philippines. The role involves staffing, analyzing transactional reports, and ensuring quality and continuous improvement for excellent customer experience.

You will conduct meetings with internal teams, prepare reviews, and manage appraisal discussions with team leaders, while ensuring governance and strong execution in a BPO setting for a travel/airline account.

Qualifications

• Graduate of any bachelor’s degree, any field.
• Minimum 3-5 years relevant experience in handling a team in a BPO setup for a Travel or Airline account is a PLUS
• Strong skills when it comes to governance and execution.
• Prior Contact Center management experience
• Amenable to work fulltime onsite and on shifting schedule

Responsibilities

• Conducting meetings with internal team and functional departments
• Prepares and presents Weekly/Monthly/Quarterly Reviews
• Assistant Manager has to conduct and manage appraisal discussions (PMS) with team leaders.

Skills

Governance and execution

Contact Center management

Team leadership

Education

Bachelor’s degree

Job description

JOB PURPOSE:

The purpose of this role is to provide support to manage a team of agents and team leads. Duties include staffing, analyzing transactional reports to provide both reactive and proactive response to variable transactional and call volumes. The role is responsible for ensuring the quality and accuracy of these functions with a focus on continuous improvement and excellent customer experience.

JOB FUNCTION/ RESPONSIBILITIES:

• Conducting meetings with internal team and functional departments
• Prepares and presents Weekly/Monthly/Quarterly Reviews
• Assistant Manager has to conduct and manage appraisal discussions (PMS) with team leaders.

JOB QUALIFICATIONS:

• Graduate of any bachelor’s degree, any field
• Minimum 3-5 years relevant experience in handling a team in a BPO setup for a Travel or Airline account is a PLUS
• Strong skills when it comes to governance and execution.
• Prior Contact Center management experience
• Amenable to work fulltime onsite and on shifting schedule