Operations Assistant Manager - TP Vertis North

About the role

Teleperformance is seeking an Operations Assistant Manager to join our dynamic team at TP Vertis North in Quezon City Metro Manila. This is a full-time position that offers an exciting opportunity to take on a leadership role within our call centre and customer service operations. As Operations Assistant Manager, you will play a crucial role in ensuring the smooth running of daily operations, supporting team performance, and contributing to the strategic objectives of our Quezon City facility. This position reports directly to the Operations Manager and is integral to maintaining service excellence and operational efficiency across our teams.

Key responsibilities

• Oversee daily operations and monitor team performance metrics to ensure targets are met and service quality standards are maintained
• Support the recruitment, onboarding, and training of customer service representatives and team members
• Conduct regular performance reviews and provide coaching and mentoring to frontline staff
• Manage scheduling, workforce planning, and resource allocation to optimise team productivity
• Identify operational challenges and implement corrective actions to improve efficiency and effectiveness
• Maintain compliance with company policies, procedures, and relevant regulations within the call centre environment
• Liaise between operational teams and senior management to escalate issues and communicate strategic updates
• Monitor quality assurance activities and provide feedback to improve customer interactions
• Support the implementation of new systems, processes, or initiatives to enhance operations
• Contribute to a positive team culture and promote employee engagement and retention

What we're looking for

• 3–5 years of experience in a call centre, customer service, or operations environment, with at least 1–2 years in a supervisory or assistant management role
• Strong leadership and team management abilities, with the capacity to motivate and develop staff
• Excellent communication skills, both written and verbal, with the ability to interact effectively at all organisational levels
• Proficiency in Microsoft Office applications and call centre management systems
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure
• Knowledge of customer service best practices and quality assurance processes
• Ability to manage multiple priorities and adapt to changing business needs
• High attention to detail and commitment to accuracy in reporting and documentation
• Familiarity with workforce management and performance metrics reporting
• A proactive, customer-focused mindset with a commitment to operational excellence

What we offer

At Teleperformance, we value our employees and offer competitive benefits designed to support your professional growth and personal wellbeing. Our benefits package includes:

• Competitive salary and performance-based incentives
• Comprehensive health and wellness programmes
• Opportunities for career development and advancement within the organisation
• Professional training and skills development programmes
• Flexible working arrangements where applicable
• Employee assistance and counselling services
• Social events and team-building activities
• Inclusive workplace culture that values diversity and celebrates achievements

We are committed to creating an inclusive work environment and welcome applications from candidates of all backgrounds. If you require any adjustments or support during the recruitment process, please do not hesitate to contact us.

About us

Teleperformance is a global leader in customer experience and digital transformation services. With operations spanning multiple continents, we are dedicated to delivering exceptional customer service and business process outsourcing solutions to some of the world's leading brands. Our Manila facility, located at TP Vertis North in Quezon City, is a state-of-the-art call centre that serves diverse industries and markets. We pride ourselves on our commitment to excellence, innovation, and creating a supportive workplace where employees can thrive. At Teleperformance, we believe that our people are our greatest asset, and we invest in their development and wellbeing to ensure mutual success.

Apply now

If you are an experienced operations professional looking to advance your career in a dynamic call centre environment, we would like to hear from you. Please submit your CV and a cover letter outlining your relevant experience and why you would be an excellent fit for the Operations Assistant Manager role at TP Vertis North. Apply today and join our thriving team in Quezon City Metro Manila.