Operations Lead - SLA, Quality & Team Growth

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

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.