Assistant Manager

2 weeks ago

Cebu, Philippines Growthfn Full time
Position Summary:
The Assistant Manager - Operations in a Business Process Outsourcing (BPO) environment plays a pivotal role in managing day-to-day operations, ensuring service delivery excellence, and driving team performance. This role requires leadership skills, operational expertise, and the ability to maintain client satisfaction while meeting organizational goals and KPIs.

Key Responsibilities:
Operational Management:

Oversee daily operations to ensure efficient workflow and process execution.
Monitor and manage KPIs, SLAs, and other performance metrics to meet client requirements.
Ensure adherence to operational policies, procedures, and quality standards.
Team Leadership:

Manage and lead a team of team leaders and agents, providing guidance and support.
Conduct regular team meetings to communicate goals, address challenges, and review performance.
Develop team members through coaching, training, and performance feedback.
Client Relationship Management:

Act as a liaison between the client and the operations team to address queries, concerns, and updates.
Build and maintain strong client relationships to ensure satisfaction and trust.
Ensure all client deliverables are met accurately and on time.
Performance Improvement:

Identify gaps in operational processes and implement solutions to improve efficiency and quality.
Analyze data and trends to forecast operational needs and recommend strategies for improvement.
Collaborate with Quality Assurance and Training teams to enhance team performance.
Workforce and Resource Planning:

Assist in workforce planning to ensure adequate staffing levels and resource allocation.
Manage scheduling, attendance, and adherence to ensure smooth operations.
Address and resolve issues such as absenteeism, attrition, and performance discrepancies.
Reporting and Documentation:

Prepare and present reports on team and operational performance to senior management.
Maintain accurate records of team performance, client interactions, and operational updates.
Ensure compliance with BPO documentation standards and processes.
Compliance and Risk Management:

Ensure compliance with company policies, client-specific guidelines, and regulatory requirements.
Identify potential risks in operations and implement preventive measures.
Qualifications:
Education:

Bachelor’s degree in Business Administration, Management, or a related field.
Experience:

3-5 years of experience in a BPO or contact center environment, with at least 1-2 years in a supervisory or leadership role.
Proven track record of managing teams and meeting performance targets.
Skills:

Strong leadership and team management skills.
Excellent communication, interpersonal, and problem-solving abilities.
Proficiency in performance management tools and Microsoft Office Suite (Excel, PowerPoint, etc.).
Analytical mindset with a focus on process improvement.

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