Assistant Operations Manager

5 hours ago

Iloilo City, Western Visayas, Philippines Caring One Iloilo Inc Full time ₱400,000 - ₱800,000 per year

Job Purpose

The Assistant Operations Manager (AOM) supports the Operations Manager in overseeing call center performance, people development, and client satisfaction. This role bridges the gap between strategic direction and daily execution—ensuring that targets, compliance, and quality standards are consistently met across all shifts.

ResponsibilitiesOperational Leadership

  • Assist the Operations Manager in supervising all account operations, ensuring SLA and KPI attainment.
  • Manage multiple teams through Team Leaders and Shift Managers to maintain productivity and service quality.
  • Monitor performance metrics and implement improvement plans.
  • Review shift performance reports and recommend process enhancements.

People & Performance Management

  • Support in evaluating and coaching Senior Team Leaders and Team Leaders.
  • Conduct performance assessments, corrective actions, and coaching sessions.
  • Champion employee engagement initiatives to promote retention and morale.
  • Uphold the company's "People First" philosophy in all employee relations and disciplinary actions.

Healthcare Compliance

  • Reinforce healthcare compliance and patient confidentiality standards.
  • Partner with QA and Training to ensure accurate, compassionate communication in patient-related calls.
  • Participate in audits and ensure corrective measures are implemented promptly.

Client & Process Support

  • Act as a secondary contact for client escalations and performance reviews.
  • Support the preparation of business reports, dashboards, and client presentations.
  • Assist in implementing process improvements, cost-control initiatives, and workforce planning.

Skills & Competencies

  • Bachelor's degree holder; healthcare-related background preferred.
  • Minimum 4 years of call center operations experience, including 2 years in a leadership role (Shift Manager, or similar).
  • Excellent leadership, communication, and analytical skills.
  • Strong understanding of BPO operations, workforce management, and client relations.
  • Knowledge of healthcare compliance standards and patient data handling.

Working Conditions

  • Site-based (8 PM – 5 AM, Monday to Friday).
  • May handle extended or flexible hours during critical operations.
  • Reports directly to the Operations Manager and works closely on operational updates and client-related initiatives.

Job Types: Full-time, Permanent

Work Location: In person

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