Operations Manager

Probe CX; Pateros; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Probe Group in Manila is seeking an Operations Manager (Telecommunications) to oversee day-to-day telecom workflows and lead a team of Team Leaders. You will drive performance, optimize costs, and ensure timely delivery of CX services for a major telecom client.

You will manage SLAs and KPIs, coach leaders, and collaborate with WFM, QA, and training to reduce churn and improve customer outcomes. Strong telecom know-how and people leadership are essential.

Qualifications

• Experience: Proven track record as an Operations Manager within the BPO / CX industry, with at least 2–3 years of experience directly managing Telecommunications campaigns.
• People management: ability to supervise, coach, and develop supervisors and operational staff.
• Telecom expertise: deep understanding of telecom-specific workflows, including billing, tech support, and retention.
• Analytical skills: capacity to analyze data, monitor queue performance, and manage budgets.
• Communication: strong interpersonal and presentation skills with external stakeholders and upper management.
• Adaptability: able to multitask and solve problems in a fast-paced, high-volume environment.

Responsibilities

• Operational Oversight: Direct daily activities across telecom workflows, managing workforce coverage and readiness.
• Team Leadership: Lead, coach, and mentor Team Leaders and Circle Leaders to foster a high-performance, customer-centric culture.
• Performance Management: Drive goals, ensure SLAs, compliance, and KPI targets are met.
• Telecom Performance Metrics: Own AHT, FCR, NPS, CSAT metrics.
• Cross-functional Collaboration: Interact with WFM, QA, and training to improve efficiency.
• Client & Escalation Management: Serve as operational contact for the telecom client and handle escalations.
• Process Improvement: Identify bottlenecks and implement plans to boost productivity and reduce churn.

Skills

Operations Mgmt

People Management

Telecom Expertise

Analytical Skills

Communication

Adaptability

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Summary

The Operations Manager (Telecommunications) at Probe CX is responsible for overseeing day-to-day operations and ensuring the efficient, cost-effective, and timely delivery of customer experience services for a major telecom client. This role drives performance, productivity, and profitability through effective operational strategies across high-volume customer service, technical support, and billing queues. As a key leader, you will manage a team of Team Leaders, guiding them to meet strict client KPI targets, maximize First Contact Resolution (FCR), and minimize churn.

Key Responsibilities

• Operational Oversight: Direct daily activities across multiple telecom workflows (e.g., billing, technical support, retention), managing workforce coverage and operational readiness.
• Team Leadership: Lead, coach, and mentor Team Leaders and Circle Leaders to foster a high-performance, customer-centric culture.
• Performance Management: Drive team and individual goals, ensuring daily service levels (SLAs), compliance standards, and critical telecom KPIs are consistently met.
• Telecom Performance Metrics: Own the performance outcomes for key industry metrics including Average Handle Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Cross-functional Collaboration: Interact frequently with Workforce Management (WFM), Quality Assurance (QA), and training departments to streamline operational efficiency.
• Client & Escalation Management: Serve as a key operational contact for the telecom client, leading business reviews and implementing immediate corrective actions for service deviations.
• Process Improvement: Identify operational bottlenecks and implement strategic action plans to increase productivity, reduce customer effort, and prevent churn.

Qualifications & Skills

• Experience: Proven track record as an Operations Manager within the BPO / Customer Experience (CX) industry, with at least 2–3 years of experience directly managing Telecommunications campaigns.
• People Management: Strong capability in managing direct reports, including supervisors, training managers, and operational staff.
• Telecom Expertise: Deep understanding of telecom-specific challenges, including handling billing disputes, technical troubleshooting workflows, and customer retention strategies.
• Analytical Skills: Ability to interpret complex data, track real-time queue performance metrics, and manage operational budgets.
• Communication: Exceptional interpersonal and presentation skills, with the ability to confidently interface with external client stakeholders and upper management.
• Adaptability: Highly proficient at multitasking and problem-solving in a fast-paced environment with strict, fluctuating volume deadlines.