We are urgently hiring for one of our direct client in Megaworld/ Iloilo in the Philippines.
Job Title- Assistant Manager - Operations
Location - Megaworld, Iloilo
Job Type - Onsite, Rotating shift
REQURED: Atleast 3yrs of TL experience
Qualifications
- People Management & Team Leadership. Provide day to day supervision of assigned agents (typically 18 20 FTEs).
- Drive agent engagement, morale, and accountability. Conduct regular team huddles, one on one discussions, and performance check ins.
- Manage attendance, adherence, schedule compliance, and leave planning. Support onboarding, nesting, and ramp up of new hires. Performance & KPI Management.
- Own and drive team performance across critical KPIs: Quality / Compliance, AHT (Average Handle Time), FCR (First Contact Resolution), CSAT, Transfers and Escalations.
- Monitor daily, weekly, and monthly dashboards. Identify trends, gaps, and risks early and implement corrective action plans.
- Ensure alignment between productivity targets and customer experience standards.
- Coach agents on policy accuracy, documentation standards, and disclosures.
- Prevent repeat errors that may cause audit findings or client escalations.
- Coaching & Development. Deliver structured, documented coaching based on QA, CSAT, and call trends.
- Create individual development plans for underperforming agents.
- Lead remediation, refit sessions, or PIPs as required.
- Handling emotionally charged or escalated calls.
- Escalation & Customer Resolution Management. Serve as the point of escalation for complex issues.
- Take ownership of escalated interactions and ensure timely resolution.
- Apply de escalation strategies while balancing policy adherence.
- Ensure escalations follow defined client and internal protocols.
- Reduce repeat contact by driving resolution ownership.
- Documentation & System Management.
- Validate correct usage of:-
- Dispositions- Call tags- Case / SR workflows. Identify system issues and escalate appropriately.
- Support adoption of tools, updates, and enhancements.
- Client & Stakeholder Communication Participate in:-
- Internal performance reviews- Client calls, calibrations, and audits.
- Provide clear updates on risks, root causes, and recovery plans.
- Maintain strong alignment with QA, Training, WFM, and Operations leadership Continuous Improvement & Risk Mitigation.
- Identify root causes of:
- Repeat calls, High transfers, Low CSAT, QA failures, Low FCR.
- Recommend process improvements and knowledge updates. Ensure team readiness for client changes, policy updates, or new workflows.
- Professional Conduct & Accountability. Lead by example in professionalism, integrity, and compliance.
- Maintain confidentiality and information security at all times.
- Ensure actions and decisions align with client expectations and contractual SLAs. Represent the account and company positively to both clients and agents
