BPO - Operations Assistant Manager (Hybrid Setup) #JP01

Unity Communications & Consulting Group Inc.; Parañaque; On-site; PHP 447,000 - 535,000; Full time

Benefits offered by this job

HMO coverage

13th-month pay

Non-taxable allowances

Growth opportunities

Job summary

Unity Communications & Consulting Group Inc. is seeking an Operations Assistant Manager to oversee daily BPO operations, lead TLs/ATLs, and ensure client SLAs are met. The role emphasizes coaching, performance reviews, and continuous improvement.

You will manage shift coverage, review attendance, and serve as a bridge between clients and internal teams while driving growth and process enhancements.

Qualifications

• Three+ years of experience in BPO operations or team leadership (assistant manager or senior team leader level).
• Solid understanding of BPO processes and client service delivery.
• Ability to lead and coach team leaders, ATLs, or SMEs.
• Strong communication skills with clients and internal teams.
• Analytical and problem-solving skills for identifying issues and improvements.

Responsibilities

• Oversee daily BPO operations and ensure client goals and SLAs are met.
• Lead and support Team Leaders (TLs) and Assistant Team Leaders (ATLs).
• Manage shift schedules to maintain coverage and morale.
• Fill in as Team Leader when needed to keep campaigns running smoothly.
• Review attendance, timesheets, leaves, and schedule changes.
• Coach TLs and ATLs through feedback and performance reviews.
• Identify high-potential employees for leadership roles.
• Act as liaison between clients, account managers, and internal teams.

Skills

People leadership

Communication skills

Analytical thinking

Problem solving

Conflict resolution

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.

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.