Job: Assistant General Manager

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Title Assistant General Manager
Salary Php 120,000.00 / month
Start Date 2015-06-29
Location Taguig City
Job Information

The Assistant General Manager will handle two accounts, healthcare and retail. Both are for Customer Service + Sales.

Job Description:

  • Outline the quality framework for all programs
  • Agree the framework with all stakeholders and clients
  • Staff the quality team with management and frontline resources
  • Establish quality policies and procedures based on client’s requirements and standards
  • Provide meaningful reports to operations to steer improvement of performance metrics
  • Drive consistent improvement through consistent monitoring of the feedback loop
  • Drive quality initiatives such as Six Sigma/ COPC/ Lean Sigma to ensure continuous improvement
  • Drive the Quality team to deliver against Quality SLAs
  • Continuously works toward alignment of the Transaction Monitoring forms to help achieve CSAT goals, compliance requirements and complaint reduction
  • ·Report out periodically to clients on the Quality performance of the program and the tactical plans to sustain or improve performance
  • Share the Quality framework with existing business partners and with prospects

Must have high competency for the following criterions:

  1. Decision Making
  2. Analytical Thinking
  3. Customer Focus
  4. Quality & Improvement orientation
  5. Strategic Thinking
  6. Initiative and Commitment to Achieve
  7. Leadership


  • Handled direct interaction with clients
  • Managed large training accounts
  • Responsible for service delivery
  • Experience in the deployment and management of Learning and Delivery frameworks

Team Related:

  • · Manages performance of Processes through performance management, career planning strategies and sharing of best practices

Client Specific/ Related:

  • Identify bottlenecks, which are likely to directly impact optimal performance.
  • Identify areas that need improvement in satisfaction of external & internal customers (internal customers also means user department).
  • Identify areas that need improvement in employees’ competencies & satisfaction.
  • Develop a robust succession plan
  • Increase customer satisfaction from X% to Y%
  • Coordinate with Clients regarding Process performance and headcount.


  • Graduate from a recognized Institute or University in any discipline.
  • Minimum 7 years of work experience in BPO/Call Centre
  • Has managed large teams in the past
  • Six Sigma Black or Green Belt Holder
  • Can start ASAP
  • Must be flexible with changes
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