Operations Manager Assistant

KamelMedia; Pampanga; On-site; PHP 446,000 - 670,000; Full time

Job summary

KamelMedia in the Philippines is seeking an Operations Manager Assistant to support daily operations, monitor team performance, and maintain efficiency across departments.

The role emphasizes leadership potential, strong organizational skills, and the ability to manage multiple priorities in a fast-paced environment, including preparing dashboards, coaching, and ensuring compliance with policies.

Qualifications

• Minimum of 2 years of BPO experience, preferably in a Sales account.
• At least 1 year of supervisory, team lead, or operations support experience is an advantage.
• Strong understanding of sales KPIs, customer service metrics, and operational processes.
• Excellent verbal and written English communication skills.
• Advanced proficiency in Microsoft Excel, Google Sheets, and Microsoft Office.

Responsibilities

• Assist the Operations Manager in the day-to-day management of sales and operational activities.
• Monitor team productivity, attendance, schedule adherence, and overall performance.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Track key performance indicators (KPIs), including: Revenue, Conversion Rate, RPBC, CSAT, Attendance, Compliance, Productivity.
• Ensure company policies, procedures, and operational standards are consistently followed.
• Coordinate with HR, Recruitment, Training, QA, WFM, Payroll, IT, and other departments regarding operational concerns.

Skills

BPO Sales experience

Excel

Google Sheets

Analytical thinking

Organizational skills

English communication

Leadership potential

Night shift readiness

Onsite work

Tools

Microsoft Excel

Google Sheets

Microsoft Office

Job description

Job Title: Operations Manager Assistant

Job Summary

We are looking for a highly organized, proactive, and results-driven Operations Manager Assistant with a strong background in BPO Sales to support the daily operations of the business. The ideal candidate will assist the Operations Manager in monitoring team performance, maintaining operational efficiency, coordinating with multiple departments, and ensuring operational targets, compliance standards, and business objectives are consistently achieved. This role is ideal for someone who thrives in a fast-paced environment, possesses strong leadership potential, analytical thinking, excellent organizational skills, and the ability to manage multiple operational priorities.

Key Responsibilities

Operations Support

• Assist the Operations Manager in the day-to-day management of sales and operational activities.
• Monitor team productivity, attendance, schedule adherence, and overall performance.
• Prepare and maintain daily, weekly, and monthly operational reports.
• Track key performance indicators (KPIs), including:
  • Revenue
  • Conversion Rate
  • RPBC
  • CSAT
  • Attendance
  • Compliance
  • Productivity
• Ensure company policies, procedures, and operational standards are consistently followed.
• Coordinate with HR, Recruitment, Training, QA, WFM, Payroll, IT, and other departments regarding operational concerns.

Administrative Responsibilities

• Prepare reports, presentations, dashboards, trackers, and operational documentation.
• Maintain accurate employee records, schedules, and performance trackers.
• Organize meetings, coaching sessions, huddles, and performance reviews.
• Ensure timely completion of coaching forms, disciplinary documentation, and performance evaluations.
• Maintain confidentiality of operational and employee information. Team Coordination

Team Coordination

• Serve as the primary liaison between Operations and support departments.
• Follow up on pending action items and ensure timely completion.
• Assist in onboarding activities and operational readiness for new hires.
• Communicate operational updates, process changes, and company announcements to the team.
• Support employee engagement and operational initiatives.

Compliance & Quality

• Ensure compliance with company policies, procedures, and operational standards.
• Monitor attendance, punctuality, schedule adherence, and compliance concerns.
• Assist in incident investigations, documentation, and corrective action follow-ups.
• Support initiatives aimed at improving CSAT, quality performance, and operational compliance.

Qualifications

• Minimum of 2 years of BPO experience, preferably in a Sales account.
• At least 1 year of supervisory, team lead, or operations support experience is an advantage.
• Strong understanding of sales KPIs, customer service metrics, and operational processes.
• Excellent verbal and written English communication skills.
• Advanced proficiency in Microsoft Excel, Google Sheets, and Microsoft Office.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and strong sense of accountability.
• Willing to work night shifts and onsite, if required.

Preferred Skills

• Sales coaching and performance management
• Revenue and KPI analysis
• Workforce and schedule management
• Reporting and dashboard preparation
• Process improvement
• Time management and multitasking
• Leadership and team coordination
• Conflict resolution
• Decision-making
• Data analysis using Excel or Google Sheets

Success Measures

• Achievement of team revenue and sales targets
• Improved operational efficiency and compliance
• Accurate and timely operational reporting
• High schedule adherence and attendance management
• Strong coordination across departments
• Continuous improvement in customer satisfaction (CSAT) and operational KPIs

Other Duties and Responsibilities

• Perform other operational, administrative, and internal tasks as assigned by the Operations Manager and Senior Management.
• Support special projects, company initiatives, and process improvement activities.
• Assist with ad hoc reporting, documentation, and cross-functional assignments as required.
• Carry out additional duties that contribute to the overall success of the Operations Department and business operations.