Lead Assistant Manager - PHRN

Hybrid setup: 3x Onsite

Location: MOA Pasay

Schedule: Shifting schedule / Night shift (No fixed weekends off)

Requirements:

• 1 year of experience as a Team Lead. (would be managing around 10 people)

Job Responsibilities:

• Mix of Voice and Non-Voice (most of the time non-voice)
• Utilization Management
• Oversee and manage day-to-day operations to ensure all metrics are met, revenues are maximized, and team performance is monitored as per agreed KPIs
• Communicate productivity expectations, balance workload (e.g., daily team meetings to discuss new updates), monitor efficiency, and initiate control measures to minimize workload variances over time
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Provide coaching and feedback to team members to enable performance improvement