Operations Assistant Manager (McKinley) | Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 446,400 - 781,200; Full time

Job summary

TASQ Staffing Solutions is seeking an Operations Assistant Manager based in Taguig, Philippines. This role involves leading supervisors to meet SLA targets, ensuring quality and productivity, and managing escalations in a dynamic BPO environment. The ideal candidate will have a Bachelor's degree and at least 24 months experience in a similar role, with proven expertise in customer support operations. Opportunities for internal mobility and team development are emphasized in this position.

Qualifications

• Minimum 24 months experience as a Sr. Operations Supervisor or equivalent.
• Proven expertise in chat, email, and ticket-based support operations.
• Experience in overseeing performance metrics in a dynamic BPO environment.

Responsibilities

• Lead and inspire Operations Supervisors across Tier 1-3 CE functions.
• Achieve SLA, CSAT, quality, and productivity goals.
• Manage escalations involving technical and compliance challenges.
• Enhance performance with QA, Training, Workforce, and Product teams.
• Analyze operational trends and communicate with leadership.
• Champion ramp planning and internal mobility.

Skills

Team leadership

Data-driven decision making

Stakeholder communication

Risk management

Education

Bachelor's degree

Job description

Work Setup

Onsite (McKinley, Taguig)

Job Summary

The Operations Assistant Manager plays a pivotal role in leading supervisors to achieve SLA targets, uphold quality standards, and boost team performance, serving as the vital link between frontline action and senior leadership to drive smooth, scalable operations.

Key Responsibilities

• Lead and inspire Operations Supervisors across Tier 1-3 CE functions to drive excellence.
• Consistently achieve SLA, CSAT, quality, and productivity goals, setting the standard for success.
• Take charge of escalations involving complex technical, billing, policy, and compliance challenges.
• Partner closely with QA, Training, Workforce, and Product teams to enhance performance and ensure readiness.
• Analyze operational trends, identify risks, spearhead improvements, and keep leadership informed.
• Champion ramp planning, staffing readiness, and foster internal mobility to build a strong team.

Qualifications

• Bachelor's degree
• Minimum 24 months experience as a Sr. Operations Supervisor or equivalent.
• Proven expertise in chat, email, and ticket-based support operations that drive exceptional customer experiences.
• Demonstrated experience in overseeing performance metrics and leading teams within a dynamic BPO environment.

Core Competencies

• Leading and inspiring teams to achieve outstanding performance
• Making strategic, data-driven decisions to drive operations forward
• Building strong connections through effective stakeholder communication
• Proactively managing escalations and mitigating risks