Job Description
Assistant Manager - Operations (Taguig)
Role & Responsibilities:
- Team Leadership & Development
- Oversee teams of technical customer service leaders handling inbound and/or outbound inquiries via phone and email.
- Provide coaching and mentoring to team leaders, and occasionally frontline associates.
- Conduct performance appraisals, manage disciplinary actions, and support hiring, promotions, and compensation decisions.
- Develop entry-level supervisors in problem-solving, strategic thinking, leadership, and change management.
- Operational Oversight & Service Delivery
- Monitor daily operations to ensure adherence to service level agreements (SLAs) and company policies.
- Ensure professional, courteous, and high-quality customer support delivery.
- Make scheduling adjustments to maintain proper phone coverage and workforce efficiency.
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