Assistant Manager - Operations (Taguig)
Role & Responsibilities:
- Team Leadership & Development
- Oversee teams of technical customer service leaders handling inbound and/or outbound inquiries via phone and email.
- Provide coaching and mentoring to team leaders, and occasionally frontline associates.
- Conduct performance appraisals, manage disciplinary actions, and support hiring, promotions, and compensation decisions.
- Develop entry-level supervisors in problem-solving, strategic thinking, leadership, and change management.
- Operational Oversight & Service Delivery
- Monitor daily operations to ensure adherence to service level agreements (SLAs) and company policies.
- Ensure professional, courteous, and high-quality customer support delivery.
- Make scheduling adjustments to maintain proper phone coverage and workforce efficiency.
- Serve as an escalation point for complex customer issues.
- Coordinate activities with internal departments to ensure seamless service delivery.
- Performance Management & Reporting
- Track and report contact center performance against established objectives, including:
- Quality assurance scores
- Call volume and productivity
- Customer satisfaction metrics
- Evaluate call quality and provide actionable feedback for continuous improvement.
- Identify and implement process streamlining opportunities.
- Utilize root cause analysis to drive operational improvements.
- Client & Stakeholder Collaboration
- Communicate effectively with clients, vendors, and internal stakeholders.
- Maintain productive and positive customer relationships.
- May act as a backup to senior customer service leadership when needed.
Key Performance Indicators:
- Achievement of service level agreements (SLAs).
- Team productivity and quality scores.
- Customer satisfaction ratings.
- Employee engagement and retention.
- Successful implementation of process improvements.
Educational/Professional Qualifications:
- Minimum High school diploma or equivalent is required.
- Minimum of 4 years of experience in a Telecommunications call center environment is preferred.
- 2+ years of supervisory or team leadership experience.
- Associate or bachelor's degree is preferred.
- BFS contact center experience is preferred.
- Experience mentoring supervisors or developing leadership talent is required.
Required Skills:
- Excellent verbal and written communication skills.
- Demonstrated problem-solving and decision-making abilities.
- Strong analytical skills and experience with root cause analysis initiatives.
- Strong leadership and team management skills.
- Proficiency in Microsoft Office and standard business applications.
- Working knowledge of workforce management tools (scheduling software, quality monitoring systems).
