Operations Assistant Manager

Gratitude Inc

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1 month ago

Operations Assistant Manager

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

SLA Requirements BPO Skills BPO Operations BPO industry BPO Call center Management BPO bpo BPO Operation manager SLA & Performance Management

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Job Summary

The Operations Assistant Manager supports delivery excellence across multi tier CE teams by overseeing supervisors, ensuring SLA attainment, and driving consistent quality and people performance. The role bridges frontline execution and senior operations leadership, enabling stable performance and scalable growth.

Key Responsibilities
•Manage and coach Operations Supervisors supporting Tier 1–3 CE functions.
•Ensure consistent achievement of SLAs, CSAT, quality scores, and productivity targets.
•Oversee escalation handling for complex technical, billing, policy, or compliance cases.
•Partner with QA, Training, Workforce, and Product teams on performance and readiness.
•Track operational trends, risks, and improvement actions; provide insights to leadership.
•Support ramp planning, staffing readiness, and internal mobility initiatives.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months experience as a Sr. Operations Supervisor or equivalent.
•Strong understanding of chat, email, and ticket based support operations.
•Experience managing performance metrics and people leaders in a BPO environment.
•Strong technical background in BPO (Must have)

Core Competencies
•People and performance management
•Analytical and operational decision making
•Stakeholder communication
•Escalation and risk management

Role

Deputy Manager-Operations

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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