Operations Coordinator

Symbos; Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

Symbos is seeking an Operations Coordinator to provide real-time support for Australian security operations, including responding to guard shifts, confirming assignments, and maintaining accurate records. The role follows rostered shifts that may include nights, weekends and public holidays, with a collaborative team in Manila.

You will communicate confidently by phone, manage multiple systems, ensure data integrity, and escalate issues as needed.

Qualifications

• Senior High School or equivalent qualification.
• Experience in high-volume service environments.
• Excellent spoken and written English for Australian operations.
• Confidence handling inbound and outbound calls.
• Strong computer literacy across multiple systems during live calls.
• Accurate data entry and disciplined documentation.
• Ability to work rostered shifts including nights/weekends/holidays.

Responsibilities

• Receive and respond to calls and notifications relating to guard drop shifts or coverage gaps.
• Capture and validate essential shift information, including location, timing, requirements, urgency and instructions.
• Identify suitable guards using approved rosters, availability information, contact lists and procedures.
• Make professional outbound calls, manage callbacks and declined shifts, and confirm guard acceptance.
• Update coverage, call outcomes, timestamps, escalations and notes accurately in the relevant systems.
• Escalate unfilled shifts, short-notice gaps, compliance concerns and other exceptions promptly.
• Provide clear handovers and communicate professionally with guards and internal stakeholders.
• Protect confidential employee, roster, client and site information.

Skills

Customer service

Data entry

Attention to detail

Multitasking

CRM familiarity

Education

High School diploma

Tools

CRM software

Ticketing systems

Telephony systems

Rostering platforms

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.
At Symbos, growth is part of our DNA. We bring together people, technology and practical expertise to create connected experiences and meaningful outcomes for our clients. You will join a collaborative, people-first environment where trust, learning and operational excellence shape how we work.
About The Client
Our client is an established Australian security services provider supporting operations across multiple client sites. Responsive coordination is essential to maintaining roster coverage, service continuity and reliable frontline support.
The Opportunity
We are looking for an Operations Coordinator to provide real-time support for Australian security operations. You will respond to guard shift changes, identify coverage requirements, contact suitable guards, confirm assignments and keep operational records accurate and current.
This is an execution-focused role suited to someone who communicates confidently by phone, works accurately across multiple systems and remains composed when priorities change quickly. The position follows rostered shifts aligned with Australian operations, including nights, weekends and public holidays as required.
What Sets This Role Apart

• Support a live, time-critical operation where your work directly contributes to service continuity.
• Build experience across rostering, workforce coordination, outbound calling and operational systems.
• Work with an Australian operation while being supported by a collaborative team in Manila.

Key Responsibilities

• Receive and respond to calls and notifications relating to guard drop shifts or coverage gaps.
• Capture and validate essential shift information, including location, timing, requirements, urgency and instructions.
• Identify suitable guards using approved rosters, availability information, contact lists and procedures.
• Make professional outbound calls, manage callbacks and declined shifts, and confirm guard acceptance.
• Update coverage, call outcomes, timestamps, escalations and notes accurately in the relevant systems.
• Escalate unfilled shifts, short-notice gaps, compliance concerns and other exceptions promptly.
• Provide clear handovers and communicate professionally with guards and internal stakeholders.
• Protect confidential employee, roster, client and site information.

What We’re Looking For

• Senior High School, secondary education or an equivalent qualification.
• Experience in customer service, administration, retail, hospitality, dispatch, scheduling or another high-volume service environment.
• Excellent spoken and written English suitable for Australian business operations.
• Confidence handling inbound and outbound calls, including repeated contact attempts to achieve an operational outcome.
• Strong computer literacy and the ability to work across multiple systems and screens during live calls.
• Accurate data entry, disciplined documentation and strong attention to detail.
• Sound prioritisation, problem solving and escalation judgement under time pressure.
• Reliability, punctuality, confidentiality and flexibility to work rostered shifts.
• Typing speed of at least 35 words per minute with accuracy.

Nice to Have

• At least one year of BPO or contact-centre experience involving inbound and outbound calls.
• Experience in rostering, scheduling, workforce management, dispatch, logistics, transport coordination, field services, security operations or a 24/7 control-room environment.
• Experience supporting Australian customers or employees.
• Familiarity with CRM, ticketing, telephony, rostering or workforce-management platforms.
• A tertiary qualification or typing speed of 40 words per minute or higher.

Who This Role Suits
This role suits a dependable and detail-focused coordinator who enjoys fast-paced operational work, communicates clearly and takes ownership through to resolution, escalation or complete handover. You are comfortable making frequent calls, following established procedures and adapting as service requirements evolve.