Operations Assistant Manager (Alabang)

TASQ; Muntinlupa; On-site; PHP 725,000 - 1,283,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On/

Job summary

TASQ is seeking an experienced Senior Team Leader to oversee a CSR team in Alabang, Metro Manila. You will supervise day-to-day delivery, mentor staff, and ensure compliance with processes and KM guidelines. The role requires driving performance, coaching, and handling client escalations to resolution.

Ideal candidates have 6+ years in BPO customer service, a Bachelor's degree, and 2+ years in a Sr. Team Leader role within a voice campaign. Shifts are rotational and on-site at Alabang.

Qualifications

• Minimum 6 years of customer service experience in the BPO/BPM industry.
• Bachelor's degree in any course.
• At least 2 years in Sr. Team Leader/Assistant Manager role in a voice LoB or campaign.
• Willingness to work in rotational shifts.
• Onsite work in Alabang, Philippines.
• Able to start ASAP.

Responsibilities

• Effectively manage teams including resource planning, career planning, performance management, attrition management.
• Coach and help develop team members; bridge knowledge gaps and address skill gaps.
• Handle user/customer escalations and drive resolution ownership.
• Regularly formulate and execute internal and external governance.
• Manage client escalations and implement corrective actions.
• Coordinate with operations managers to obtain required resources and training.
• Conduct quality assessments of agents' performance and identify improvement trends.
• Ensure team members have the knowledge and training to meet targets.
• Update teams on latest process changes and target settings.
• Identify process improvement ideas and mentor on Six Sigma/lean projects.

Skills

Customer care operations

Team management

Coaching and mentoring

Verbal and written communications

Decision making

Problem solving

Education

Bachelor's degree

Job description

Summary/Description:

• Manage a team of CSR associates and junior team leads in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITE (Alabang).
• Able to start ASAP

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

• Minimum experience of 6 years with customer service in the BPO/BPM industry
• Bachelors degree in any course
• A minimum of 2 years in the role of a Sr. Team Leader/Assistant Manager – within a voice LoB or campaign
• Willingness to work in rotational shifts

Job Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually