BPO - Operations Assistant Manager (Hybrid Setup)

Unity Communications; Parañaque; Hybrid; PHP 447,000 - 535,000; Full time

Benefits offered by this job

HMO coverage upon regularization

VL/SL credits upon regularization

13th-month pay

Performance bonuses

Growth opportunities

Friendly work culture

Job summary

Unity Communications in Parañaque, Philippines, is seeking an Operations Assistant Manager to oversee daily BPO operations, lead team leaders, and drive performance improvements.

You will manage shift schedules, coach leaders, and coordinate with clients and internal teams to ensure clear communication, meet SLAs, and foster continuous improvement. This is a full-time hybrid role with on-site training and a PHP 44,000 monthly package.

Qualifications

• At least three years of experience in BPO operations or team leadership.
• Solid understanding of BPO processes, performance metrics, and client service delivery.
• Proven ability to lead and coach team leaders, assistant team leaders, or SMEs.
• Strong communication skills and confidence when working with clients and internal teams.
• Good analytical and problem-solving skills, especially in identifying issues and driving improvements.
• Familiarity with Sprout, Excel, Google Workspace, or CRM systems.
• Ability to handle conflicts and resolve escalations calmly and professionally.
• Proactive mindset with growth focus and continuous process improvement.
• Flexibility to manage multiple teams or campaigns and adjust to changing schedules.

Responsibilities

• Oversee daily BPO operations and ensure client goals and SLAs are met.
• Lead and support Team Leaders and Assistant Team Leaders to keep teams productive and engaged.
• Manage shift schedules to ensure coverage and maintain morale.
• Step in as Team Leader when a campaign doesn't have one to keep operations running.
• Review attendance, time sheets, leaves, and schedule changes through Sprout or internal systems.
• Coach and develop TLs and ATLs through regular feedback, performance reviews, and leadership training.
• Spot and nurture high-potential employees for future leadership roles.
• Be the liaison for clients, account managers, and internal teams to ensure clear communication.
• Help with final interviews, onboarding, and training when needed.
• Handle client or internal escalations, find root causes, and lead solutions that prevent future issues.
• Work with Service Delivery and Quality Assurance teams to improve performance and streamline processes.
• Create and present clear operational reports, updates, and business reviews to leadership.
• Ensure compliance with company standards while always looking for ways to improve.

Skills

BPO operations

Team leadership

Performance metrics

Client service

Tools

Sprout

Excel

Google Workspace

CRM systems

Job description

If you've ever caught yourself people-watching not in a creepy way, but in that I can tell what's going on without anyone saying it way you already understand the art of operations. And Unity Communications needs you!

We need an Operations Assistant Manager to help keep our BPO campaigns running smoothly. You'll lead team leaders, support daily operations, and make sure clients get the quality and consistency they expect. This role is all about people, performance, and progress building great teams, maintaining strong client relationships, and driving continuous improvement every day.

Sounds like your cup of tea? Apply today!

How You Spend Your Eight Hours

• Oversee daily BPO operations and make sure all client goals and SLAs are met

• Lead and support Team Leaders (TLs) and Assistant Team Leaders (ATLs) to keep teams productive, engaged, and on track

• Manage shift schedules to ensure proper coverage and maintain healthy team morale

• Step in as Team Leader when a campaign doesn't have one to keep operations running smoothly

• Review and approve attendance, time sheets, leaves, and schedule changes through Sprout or internal systems

• Coach and develop TLs and ATLs through regular feedback, performance reviews, and leadership training

• Spot and nurture high-potential employees for future leadership roles

• Be the go-between for clients, account managers, and internal teams to ensure clear and consistent communication

• Help with final interviews, onboarding, and training when needed

• Handle client or internal escalations, find root causes, and lead solutions that prevent future issues

• Work with Service Delivery and Quality Assurance teams to improve performance and streamline processes

• Create and present clear operational reports, updates, and business reviews to leadership

• Ensure compliance with company standards while always looking for ways to improve

What You Must Possess

• At least three years of experience in BPO operations or team leadership (assistant manager or senior team leader level preferred)

• Solid understanding of BPO processes, performance metrics, and client service delivery

• Proven ability to lead and coach team leaders, assistant team leaders, or SMEs

• Strong communication skills and confidence when working with both clients and internal teams

• Good analytical and problem-solving skills, especially in identifying issues and driving improvements

• Experience with tools such as Sprout, Excel, Google Workspace, or CRM systems

• Ability to handle conflicts and resolve escalations calmly and professionally

• Proactive mindset with a focus on growth, learning, and continuous process improvement

• Flexibility to manage multiple teams or campaigns and adjust to changing schedules

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Hybrid work setup with on-site training

• PHP 44,000 salary package

Why Join Our Company

You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.