Hybrid BPO Operations Lead & People Coach

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

Benefits offered by this job

HMO coverage upon regularization

13th-month pay

Non-taxable allowances

Growth opportunities

Birthday gifts

Job summary

Unity Communications is seeking an Operations Assistant Manager for a hybrid setup in the Philippines. You will oversee daily BPO operations, lead team leaders, and ensure client goals and quality standards are met.

You will manage schedules, coach TLs/ATLs, and collaborate with clients and internal teams to drive continuous improvement and operational excellence. The role emphasizes people leadership, performance, and process optimization.

Qualifications

• Three+ years in BPO operations or team leadership (assistant manager or senior TL level preferred).
• Strong understanding of BPO processes, performance metrics, and client service delivery.
• Proven ability to lead and coach team leaders, assistant team leaders, or SMEs.
• Experience with Sprout, Excel, Google Workspace, or CRM systems.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Oversee daily BPO operations and meet client goals and SLAs.
• Lead and support TLs and ATLs to keep teams productive and engaged.
• Manage shift schedules for proper coverage and morale.
• Step in as Team Leader when needed to keep operations running smoothly.
• Review attendance, time sheets, leaves, and schedule changes; coach through feedback and reviews.

Skills

Team leadership

Communication skills

Analytical thinking

Problem solving

Coaching

Tools

Sprout

Excel

Google Workspace

CRM systems

Job description

Unity Communications is seeking an Operations Assistant Manager for a hybrid setup in the Philippines. You will oversee daily BPO operations, lead team leaders, and ensure client goals and quality standards are met.

You will manage schedules, coach TLs/ATLs, and collaborate with clients and internal teams to drive continuous improvement and operational excellence. The role emphasizes people leadership, performance, and process optimization.