Assistant Operations Manager (AOM) | BPO

Job Summary

We are looking for an experienced Assistant Operations Manager to support the overall management of our BPO operations. The role will assist in managing Team Leaders, monitoring account performance, handling escalations, and ensuring that operational targets and client requirements are consistently met.

Responsibilities

• Assist the Operations Manager in managing day-to-day BPO operations
• Oversee Team Leaders and monitor overall team performance
• Monitor key performance indicators such as AHT, CSAT, QA, productivity, attendance, and service level
• Review daily, weekly, and monthly performance reports
• Identify performance gaps and implement appropriate action plans
• Provide coaching and guidance to Team Leaders
• Handle escalated customer and operational concerns
• Ensure compliance with client requirements, company policies, and operational procedures
• Coordinate with QA, Training, Workforce Management, HR, and other support teams
• Monitor staffing, attendance, productivity, and manpower requirements
• Conduct performance reviews, business reviews, and operational meetings as needed
• Support client communication and provide operational updates when required
• Drive process improvement initiatives to improve efficiency and account performance
• Assist with new account launches, process changes, and other operational projects
• Act as Operations Manager in their absence

Qualifications

• At least 3 years of BPO experience, with at least 1–2 years in a Team Leader, Operations Supervisor, or similar leadership role
• Experience handling voice, non-voice, or technical support accounts is an advantage
• Strong knowledge of BPO operations and performance metrics
• Proven experience managing Team Leaders and large teams
• Strong analytical, leadership, and problem-solving skills
• Excellent communication and presentation skills
• Ability to manage escalations and make sound operational decisions
• Comfortable working with performance reports and data
• Proficient in Microsoft Office or Google Workspace

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Company events
• Flexible schedule
• Flextime
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee
• Work from home

Work Location: In person