Assistant Manager - Operations

Atain; Mandaluyong; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Atain in Mandaluyong, Metro Manila, is seeking a dedicated Team Leader to support and manage a group of agents and team leads in a fast-paced BPO environment. You will oversee staffing, analyze transactional reports to drive proactive responses to variable call volumes, and ensure quality and accuracy for a superior customer experience.

The role emphasizes continuous improvement, coaching, and delivering measurable results through effective meetings, performance reviews, and PMS discussions with

Qualifications

• Bachelor’s degree in any field.
• 3–5 years of experience leading a team in a BPO environment, preferably Travel or Airline accounts.
• Experience managing large inbound/outbound voice processes.
• Willing to work full-time onsite and on shifting schedule.

Responsibilities

• Conduct meetings with internal teams and functional departments.
• Prepare and present Weekly/Monthly/Quarterly Reviews.
• Conduct and manage appraisal discussions (PMS) with team leaders.

Skills

Team leadership

People management

Analytics

Education

Bachelor’s degree

Job description

The purpose of this role is to provide support to manage a team of agents/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
• Team Lead 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 an advantage
• Experience in successfully handling a large team in an inbound/outbound voice based proces
• Amenable to work fulltime onsite and on shifting schedule