We are looking for an experienced Operations Assistant Manager to support the launch and management of a new Call Center team.
The ideal candidate has strong BPO or Call Center Operations experience, proven leadership skills, and the ability to drive performance through Team Leaders and frontline teams. You may start by acting as a TL.
Key Responsibilities
- Support the launch and stabilization of a new Call Center operation
- Manage and develop Team Leaders and operational teams
- Monitor KPIs including productivity, quality, attendance, adherence, and service levels
- Identify performance gaps and implement corrective action plans
- Conduct coaching and performance management
- Ensure operational goals and client expectations are consistently met
- Partner with Workforce Management, Training, Quality, HR, and Talent Acquisition
- Support employee engagement, retention, and team culture
- Prepare and present operational performance updates to leadership
- Ensure compliance with internal processes and operational standards
- Lead, mentor, and develop multiple teams to consistently achieve and exceed performance targets.
- Drive strategic initiatives to improve team productivity, customer satisfaction, and operational efficiency.
- Collaborate with cross-functional stakeholders to align team goals with broader organizational objectives.
- Identify skill gaps and implement structured development plans, including succession planning and talent pipeline development.
- Champion a culture of continuous improvement, innovation, and high performance.
- Provide advanced coaching and feedback, leveraging data and behavioral insights to drive performance.
- Lead change management efforts and support teams through transitions with empathy and clarity.
- Represent team performance and insights in leadership forums; provide data-driven recommendations.
- Foster a culture of accountability, inclusion, and recognition within the team.
- Ensure compliance with organizational policies and proactively address potential risks.
Requirements
- Previous experience in Call Center or BPO Operations
- Previous leadership experience as an Assistant Manager, Operations Manager, Senior Team Leader, or similar role
- Experience managing Team Leaders and multiple teams
- Strong knowledge of Call Center KPIs and performance management
- Strong coaching, leadership, and problem-solving skills
- Ability to work in a fast-paced and changing environment
- Advanced English
- Shift avalability from 6:00 AM-8:00 PM
What We Offer
- Opportunity to participate in the launch of a new team
- Professional growth and leadership exposure
- Collaborative and fast-paced working environment
- Benefits above the law
- Life insurance
- 10% of salary in grocery vouchers
Job Type: Full-time
Pay: $28,000.00 - $31,000.00 per month
Work Location: In person
