Operations Manager (Telco)

Confidential; Quezon City; On-site; PHP 700,000 - 900,000; Full time

Job summary

Confidential in Metro Manila, Philippines, is seeking an Assistant Manager to oversee call center operations and ensure profitability by meeting client KPIs. The role requires 2–3 years in call center operations, a Bachelor's degree, and proficiency in MS Office and CMS/IEX.

You will drive staffing, monitor queues, coach staff, implement incentives, and communicate updates to the program team. The ideal candidate will have knowledge of client specifics and experience in a fast-paced BPO

Qualifications

• Bachelor's degree required.
• 2–3 years in call center operations or related fields.
• Proficiency with MS Office and call center software (CMS/IEX).
• Knowledge of client-specifics is a plus.

Responsibilities

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and service metrics.
• Ensure optimal staffing by coordinating with Workforce Management and managing labor needs.
• Uphold company policies and procedures, including attendance and scheduling.
• Lead performance management through coaching and appraisals.
• Design and implement incentive schemes to drive floor performance.
• Communicate updates to program team members in a timely manner.

Skills

Call center operations

MS Office

CMS/IEX

Education

Bachelor's Degree

Tools

CMS/IEX

Job description

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Required Skills and Qualities:

• Bachelor's Degree
• 2 to 3 years of experience in Call Center Operations, Customer Service, BPO, or Telecommunications in an Assistant Managerial or Managerial capacity.
• Proficiency in call center operations, MS Office applications, and call center-specific software/systems (e.g., CMS/IEX).
• Prior knowledge of client-specifics preferred.