Position Overview
The Operations Officer – Operations POC will serve as the primary point of contact for assigned personnel and will oversee their day-to-day operational requirements. The role will focus on attendance and schedule adherence monitoring, identifying and escalating potential concerns, coordinating call-outs and absences, facilitating onboarding, and ensuring that operational, logistical, equipment, and access-related issues are properly addressed. The Operations Officer will act as the coordination bridge between assigned personnel, the Client, and Weave’s internal teams, ensuring timely communication and follow-through on operational matters.
Key Responsibilities
1. Attendance & Adherence Monitoring
- Monitor daily attendance, schedule adherence, tardiness, absences, and callouts of assigned personnel.
- Maintain accurate attendance and operational records.
- Identify recurring or potential attendance and adherence issues and promptly escalate these to the VP for Operations, HR & Administration.
- Coordinate with personnel regarding attendance concerns and required documentation.
- Monitor compliance with Client schedules, work arrangements, and operational requirements.
2. Operational Monitoring & Escalations
- Serve as the first point of contact for day-to-day operational concerns of assigned personnel.
- Monitor potential issues that may affect productivity, service delivery, or Client requirements.
- Receive and coordinate Client call-outs, concerns, and operational escalations.
- Document incidents and provide timely updates to the VP for Operations, HR & Administration.
- Coordinate with the appropriate Weave or Client team to facilitate resolution.
3. Onboarding & Deployment
- Facilitate onboarding and deployment activities for assigned personnel.
- Coordinate requirements for orientation, system access, equipment, and other deployment needs.
- Ensure personnel are properly equipped and informed prior to deployment.
4. Assets, Equipment & Access
- Coordinate the issuance, deployment, retrieval, and monitoring of assigned assets.
- Monitor equipment-related concerns and coordinate resolution with the appropriate teams.
- Monitor system and application access requirements and issues.
- Follow up on unresolved equipment, access, or technical concerns.
5. Client & Internal Coordination
- Maintain regular communication with the Client on operational matters within the scope of the role.
- Coordinate with Weave’s HR, Admin, IT, Finance, and other relevant teams as needed.
- Ensure that concerns are properly documented, escalated, and followed through until resolution.
6. Reporting & Documentation
- Prepare regular attendance and operational updates for the VP for Operations, HR & Administration.
- Maintain records of attendance issues, call-outs, incidents, escalations, and resolutions.
- Provide supporting documentation when required for HR or Client review.
- Assist in preparing reports and operational updates for management.
Authority & Role Boundary
The Operations Officer is responsible for monitoring, coordination, documentation, and escalation but does not have independent authority to impose disciplinary action, approve employment-related sanctions, or terminate assigned personnel. Any concerns involving performance, attendance violations, misconduct, disciplinary action, or possible termination shall be properly documented and escalated to the VP for Operations, HR & Administration, who will determine the appropriate action in accordance with Weave’s HR policies, employment contracts, and applicable Philippine labor laws. The Operations Officer may communicate operational reminders and coordinate corrective actions as directed by management but shall not independently make employment decisions.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Human Resources, Operations Management, or a related field preferred.
- 2–4 years of experience in BPO, call center operations, workforce coordination, HR operations, or a similar environment.
- Prior experience as a Team Leader, Assistant Team Leader, Mentor, or in a similar team coordination/leadership role is preferred.
- Experience in monitoring attendance, schedule adherence, team concerns, escalations, or day-to-day employee coordination is an advantage.
- Experience working with client-facing teams or supporting offshore/remote operations is preferred.
- Strong organizational, coordination, and follow-through skills.
- Good communication and interpersonal skills, with the ability to handle employee concerns and client escalations professionally.
- Detail-oriented and capable of maintaining accurate operational records and documentation.
- Proficient in Microsoft Office/Google Workspace and basic reporting tools.
- Able to work independently while coordinating effectively with multiple stakeholders.
Work Requirements
- Willing to work on a graveyard/night shift.
- Willing to work on a shifting schedule, including changes in schedule based on Client operational requirements.
- Willing to work on weekends and holidays when required.
- Must have a stable LAN-connected internet connection suitable for remote work.
- Must have a separate backup internet connection, such as a secondary broadband/fiber connection or other dedicated non-mobile-data internet service.
- Must have a suitable, dedicated work-from-home environment conducive to reliable work performance.
- Must be reachable and responsive during scheduled working hours, particularly for attendance concerns, agent call-outs, Client escalations, and urgent operational matters.
Data Collection and Privacy Statement
In accordance with the Data Privacy Act of 2012, submission of your application constitutes your consent to the collection, use, processing, storage and endorsement of your personal information to clients, prospective employers or partner organizations solely for recruitment, evaluation, placement and other legitimate employment-related purposes.
All personal data obtained shall be treated with strict confidentiality and safeguarded through appropriate organizational, physical and technical security measures. Access to such information shall be limited to authorized personnel directly involved in the recruitment and client endorsement process and shall not be disclosed to unauthorized parties, except as may be required by law.
By submitting your application, you further represent that all information provided is true and accurate and authorize the retention of your application records for current and future employment opportunities, unless otherwise requested in writing.