Hybrid BPO Operations Leader — People & Performance

Unity Communications; Philippines; Hybrid; PHP 417,000 - 565,000; Full time

Benefits offered by this job

HMO coverage upon regularization

VL/SL credits upon regularization

13th-month pay and benefits

Non-taxable allowances

Pay increases and growth opportunities

Job summary

Unity Communications in the Philippines is seeking an Operations Assistant Manager for a hybrid setup. You will oversee daily BPO operations, lead team leaders, align with client SLAs, and drive continuous improvement.

The role emphasizes people leadership, performance management, coaching TLs/ATLs, scheduling, training, and reporting to senior management, with on-site training and a full-time position.

Qualifications

• 3+ years in BPO operations or team leadership.
• Solid understanding of BPO processes, 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.

Responsibilities

• Oversee daily BPO operations and ensure client goals and SLAs are met.
• Lead and support Team Leaders (TLs) and Assistant Team Leaders (ATLs) to keep teams productive and engaged.
• Manage shift schedules to ensure proper coverage and maintain team morale.
• Step in as Team Leader when needed to keep operations running smoothly.
• Review attendance, time sheets, leaves, and schedule changes.
• Coach TLs and ATLs through regular feedback and performance reviews.
• Identify high-potential employees for future leadership roles.
• Coordinate between clients, account managers, and internal teams for clear communication.
• Assist with interviews, onboarding, and training when required.
• Handle escalations and root-cause analyses to prevent recurrence.
• Collaborate with Service Delivery and QA teams to improve performance.
• Create and present operational reports and business reviews.
• Ensure compliance with company standards and continuously seek improvements.

Skills

Team leadership

Client service delivery

Communication skills

Analytical thinking

Problem solving

People management

Growth mindset

Tools

Sprout

Excel

Google Workspace

CRM systems

Job description

Unity Communications in the Philippines is seeking an Operations Assistant Manager for a hybrid setup. You will oversee daily BPO operations, lead team leaders, align with client SLAs, and drive continuous improvement.

The role emphasizes people leadership, performance management, coaching TLs/ATLs, scheduling, training, and reporting to senior management, with on-site training and a full-time position.