Assistant Operations Manager

7 days ago


Muntinlupa, Philippines IGT Solutions Full time

IGT Solutions Muntinlupa City, National Capital Region, Philippines

We're hiring: Asst. Manager - Operations. Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.

Responsibilities
  • Adherence to Service levels - Ensure team meets and exceeds stipulated timelines and Service Level Agreements.
  • Coaching and Mentoring - Monitor calls, provide regular coaching and mentoring to agents, and track low performers in the team.
  • Client interactions - Meet deadlines set by clients; participate in client calls or agent focus group discussions as required.
  • Quality updates and escalations - Reinforce and drive product-related updates within the team and handle escalated calls.
  • Run CMS reports and track defaulters - Download and maintain CMS reports related to team staffing and AHT; track adherence and maintain discipline in the team.
  • Drive compliance - Ensure all policies and procedures are followed by agents on calls.
  • Manage attrition - Responsible for staff retention.
  • Conduct appraisals - Conduct and manage appraisal discussions (PMS) with agents.
Qualifications
  • College level: undergraduates are welcome to apply
  • At least 2 years of experience as Assistant Manager or Senior Team Lead for Operations
  • Travel & Hospitality experience preferred
  • Amenable to work on-site in Alabang, Muntinlupa City
  • Amenable to shifting schedules

If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic, growing team

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