Operations Manager (BPO - Dayshift - Telco Account)

vCustomer Philippines, Inc.; Eastern Manila District; Presencial; PHP 900.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Referral rewards

Descripción de la vacante

Tech Mahindra Philippines is hiring an Operations Manager for Telco at Ortigas, Pasig. You will oversee overall operations, drive performance, and ensure staff productivity.

You will lead retention, coordinate escalations, and work with onshore partners to implement change and process improvements. Bachelor's degree required; 3+ years in telecom contact centre management.

Join a growth‑driven team focused on quality, people development, and delivering superior customer experiences.

Formación

• Bachelor’s degree required for this role.
• 3+ years in managerial level within telecommunications contact centre operations.
• Call centre leadership experience with 4+ years in a leadership role.
• Experience supporting telecom hardware/software products.
• Proven track record in retention initiatives and customer outcomes.
• Advanced people management including training, coaching and development.
• Strong knowledge of Quality assurance and business process improvements.
• Able to make sound business decisions in a dynamic environment.
• Excellent communication with diverse stakeholders.]
• ],
• job_responsibilities_description [

Responsabilidades

• Oversee overall management and performance of operations.
• Lead and manage group welfare, engagement and performance.
• Handle and coordinate escalations from business and stakeholders.
• Foster strong communication with onshore partners.
• Audit roles and responsibilities; research and update requirements.
• Ensure KPIs and satisfaction targets for customers and employees.
• Coach supervisors and implement retention strategies.
• Define metrics and development plans with regular feedback.
• Manage channel support queries and escalations related to systems and processes.
• Drive change management for go-to-market, customer experience, and process improvements.

Conocimientos

People management

Call center leadership

Telecom experience

Retention strategies

Quality assurance

Decision making

Adaptability

Communication

Project management

Educación

Bachelor’s degree qualification

Descripción del empleo

We’re Hiring: Operations Manager - Telco

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Responsible for the overall management and outcomes/ results of operations under the role’s scope. E.g., Customer Measures of success, Quality of work, Staffing adherence, and Productivity.

• Leading and managing the group’s welfare via engagement and performance management.

• Responsible for handling (and/or coordinating) escalations from the business and stakeholders. E.g.(Employee welfare, health & safety, recognition on performance and performance penalties)

• Fosters strong communication and collaboration with onshore partners and stakeholders (E.g., Change Management, Product Enhancements, Operations Initiatives)

• Conducts audit and review of every role and its responsibility in the organization, requires to research, propose and update basis changing times and requirements.

• Ensures that KPIs, metrics and overall satisfaction goals for both customer and employees are met.

• Coaches and mentors team supervisors, as well as maximizing people retention strategies,

• Establish metrics and development plans for the team, providing regular performance feedback throughout the year.

• Timely management and responsiveness to channel support queries and escalations related to systems, processes, and communication.

• Accountable for change management of go to market, customer experience, system and process improvement initiatives.

What We’re Looking For

• Bachelor’s degree qualification

• At least 3 years experience at a managerial level in telecommunications contact centre operations With 4+ years related leadership experience in a call center

• Has had Call Center experience supporting technology [hardware/software] or telecom products.

• Proven track record in executing action plans to yield positive Retentions results
  • Advanced expertise in people management practices including training, coaching & development,
  • Strong knowledge of Quality assurance and business improvement processes
  • Demonstrated ability to make sound business decisions
  • Flexibility to adapt and change in a dynamic business environment
  • Ability to communicate and interact with a diverse range of people
  • Project management skills and knowledge of available tools is desirable.

  Work Setup

  Location: Ortigas, Pasig City (Onsite)

  Shift: Dayshift, Monday-Friday

  About Tech Mahindra Philippines

  We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.