Operations Assistant Manager

12 hours ago

Pasay, National Capital Region, Philippines Teleperformance Full time ₱1,500,000 - ₱3,000,000 per year

About the role

We are looking for an experienced Operations Assistant Manager to join our team at Teleperformance's Pasay City, Metro Manila location. In this full-time position, you will play a key role in overseeing and supporting our customer service operations, ensuring we deliver an exceptional experience to our clients and their customers.

What you'll be doing

  • Assist the Operations Manager in leading and managing a team of customer service representatives, providing guidance and support to drive performance and productivity
  • Monitor and analyze key performance metrics, identifying areas for improvement and implementing effective strategies to enhance overall operational efficiency
  • Collaborate with other departments to ensure seamless communication and coordination, contributing to the overall success of the business
  • Develop and implement training programs to upskill the customer service team, enabling them to provide the highest level of support
  • Assist in the development and implementation of policies, procedures and best practices to maintain compliance and quality standards
  • Actively participate in process improvement initiatives, contributing ideas and solutions to enhance the customer experience
  • Provide regular updates and reports to the Operations Manager on the team's performance and progress

What we're looking for

  • Minimum of 3 years' experience in a customer service operations management role, preferably within the call center or BPO industry
  • Demonstrated ability to lead and motivate a team, with strong people management and coaching skills
  • Excellent problem-solving and decision-making skills, with the ability to think strategically and implement innovative solutions
  • Proficient in data analysis and performance management, with the ability to interpret and utilize key metrics to drive improvements
  • Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
  • Adaptable and flexible, with the ability to thrive in a fast-paced, dynamic environment
  • Proficient in the use of relevant software and technology to support customer service operations

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