Operations Assistant Manager (Alabang)

Tasq Work; Muntinlupa; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On

Job summary

Tasq Work is seeking an experienced Sr. Team Leader/Assistant Manager to supervise a team of CSR associates in a BPO setting in Alabang. The role focuses on daily delivery, performance management, coaching, and escalations.

Onsite work and rotating shifts are required, with opportunities for career development. Candidates should have at least 6 years in customer service within BPO/BPM, a Bachelor's degree, and a minimum of 2 years in a senior team leadership capacity in a voice campaign.

Qualifications

• Minimum 6 years in customer service in BPO/BPM
• Bachelor's degree in any course
• At least 2 years in Sr. Team Leader/Assistant Manager role in voice LoB
• Willingness to work in rotational shifts

Responsibilities

• Oversee day-to-day delivery and performance of CSR teams
• Coach, mentor, and groom team members to improve skills
• Handle escalations and ensure timely resolution with governance
• Coordinate with operations managers for training and resources
• Conduct quality assessments and drive continuous improvement
• Ensure compliance with processes and knowledge management standards

Skills

Team leadership

Coaching

Customer service

Communication

Decision making

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