Hybrid BPO Operations Lead — People & Process Growth

Unity Communications & Consulting Group Inc.; Parañaque; Hybrid; 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

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.