BPO - Operations Assistant Manager (Hybrid Setup)

If you've ever caught yourself people-watching not in a creepy way, but in that I can tell what's going on without anyone saying it way you already understand the art of operations. And Unity Communications needs you!

We need an Operations Assistant Manager to help keep our BPO campaigns running smoothly. You'll lead team leaders, support daily operations, and make sure clients get the quality and consistency they expect. This role is all about people, performance, and progress building great teams, maintaining strong client relationships, and driving continuous improvement every day.

Sounds like your cup of tea? Apply today!

How You Spend Your Eight Hours

Oversee daily BPO operations and make sure all client goals and SLAs are met

Lead and support Team Leaders (TLs) and Assistant Team Leaders (ATLs) to keep teams productive, engaged, and on track

Manage shift schedules to ensure proper coverage and maintain healthy team morale

Step in as Team Leader when a campaign doesn't have one to keep operations running smoothly

Review and approve attendance, time sheets, leaves, and schedule changes through Sprout or internal systems

Coach and develop TLs and ATLs through regular feedback, performance reviews, and leadership training

Spot and nurture high-potential employees for future leadership roles

Be the go-between for clients, account managers, and internal teams to ensure clear and consistent communication

Help with final interviews, onboarding, and training when needed

Handle client or internal escalations, find root causes, and lead solutions that prevent future issues

Work with Service Delivery and Quality Assurance teams to improve performance and streamline processes

Create and present clear operational reports, updates, and business reviews to leadership

Ensure compliance with company standards while always looking for ways to improve

What You Must Possess

At least three years of experience in BPO operations or team leadership (assistant manager or senior team leader level preferred)

Solid understanding of BPO processes, performance metrics, and client service delivery

Proven ability to lead and coach team leaders, assistant team leaders, or SMEs

Strong communication skills and confidence when working with both clients and internal teams

Good analytical and problem-solving skills, especially in identifying issues and driving improvements

Experience with tools such as Sprout, Excel, Google Workspace, or CRM systems

Ability to handle conflicts and resolve escalations calmly and professionally

Proactive mindset with a focus on growth, learning, and continuous process improvement

Flexibility to manage multiple teams or campaigns and adjust to changing schedules

What You Shall Receive

HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

VL/SL credits upon regularization

Friendly and supportive work culture

13th-month pay and other Philippine-government-mandated benefits

Non-taxable allowances

Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

Full-time position

Monday to Friday, night shift

Hybrid work setup with on-site training

PHP 44,000 salary package

Why Join Our Company

You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.