Operations Assistant Manager | Night shift | BPO Operation

apartmentTeleperformance placeMandaluyong scheduleFull-time calendar_month5/7/26

Job Title: Operations Assistant Manager

Job Summary

The Operations Assistant Manager is responsible for overseeing daily team operations, ensuring effective coordination among Specialists and Supervisors, and acting as a single point of contact for complex or escalated matters. This role supports operational excellence by analyzing performance metrics, driving continuous improvement initiatives, and assisting in the execution of account-wide strategies.

Key Responsibilities

Supervise and coordinate a team of Specialists and Supervisors, ensuring alignment with operational goals
Serve as the primary point of contact for complex operational concerns and escalations
Oversee day-to-day operations and ensure smooth implementation of short- to medium-term team activities
Provide input in the development and improvement of policies, processes, and operational standards
Manage the full employee lifecycle, including onboarding, performance management, coaching, and development
Analyze KPIs to identify trends, gaps, and performance issues
Conduct Root Cause Analysis (RCA) and develop actionable plans to drive performance improvement
Monitor and ensure execution of action plans and operational initiatives
Support the Customer Care Manager (CCM) in implementing account-wide programs and initiatives
Ensure adherence to company policies, quality standards, and service level agreements

Qualifications

At least 2 years of experience as a Supervisor or Assistant Customer Care Manager (ACCM)
Strong background in performance management and TOPS
Proven experience in program planning and execution
Excellent analytical and critical thinking skills with strong attention to detail
Strong planning, prioritization, and organizational skills
Effective decision-making and problem-solving abilities
Strong leadership and team management skills
Excellent communication and stakeholder management skills

Preferred Skills

Experience handling cross-functional teams
Ability to manage multiple priorities in a fast-paced environment
Data-driven mindset with a focus on continuous improvement

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