Assistant Manager B1

Philippines:

● HS or SHS graduate or at least 2^nd year in college no back subjects 

Bachelor’s degree preferred; equivalent experience may be considered.

•   The Assistant Manager (B1) is an operational frontline leader responsible for managing a team of Team Leaders and/or a single functional unit within the Contact Center. This role ensures the consistent delivery of service level targets, high-quality customer experience, and day-to-day operational efficiency through effective performance management, coaching, and real-time problem resolution.
•   The Assistant Manager drives team performance by closely monitoring key metrics (e.g., service level, AHT, QA, attendance), conducting regular coaching sessions, and implementing action plans to address performance gaps. The role is also accountable for maintaining discipline, reinforcing compliance to company policies, and ensuring accurate documentation of incidents and employee actions.
•   This role supports workforce planning through attendance management, schedule adherence, and coordination with Workforce and Training teams to ensure staffing readiness and capability development.
•   The Assistant Manager collaborates with cross-functional partners (QA, Training, Workforce, HR) to execute process improvements, quality initiatives, and engagement activities that enhance team productivity and employee experience.
•   The Assistant Manager escalates risks, issues, and performance concerns to the Lead Assistant Manager, while providing timely updates and supporting the execution of strategic directives.
•   This position serves as a foundational leadership role, building strong people management skills and preparing for broader operational ownership as a Lead Assistant Manager, with increasing accountability for business outcomes and decision-making.