Operations Assistant Manager (McKinley)

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