Operations Manager (Telco Account)

Valor Global, Inc.; Philippines; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Valor Global, Inc. is seeking an Operations Manager/Senior Team Leader to oversee Telco accounts within a dynamic BPO environment. You will monitor key metrics, coach leaders, and collaborate with clients to report on account health and performance.

The role requires strong analytical and communication skills, proficiency with WFM concepts, billing systems, and CRM tools, and flexibility to work night shifts, weekends, and holidays to align with global client time zones.

Qualifications

• 3–5 years of experience as an Operations Manager or Senior Team Leader in a BPO.
• At least 2 years managing a Telco account (billing/technical support/sales/retention).
• Strong analytical skills to interpret dashboards and reports.
• Excellent verbal and written communication for client-facing roles.
• Willingness to work in shifting schedules including nights, weekends, and holidays.

Responsibilities

• Monitor and drive key Telco metrics including SLAs, AHT, CSAT, FCR, and NPS.
• Mentor and develop Team Leaders to improve performance and engagement.
• Act as the primary client contact; report on account health during regular reviews.
• Manage profitability by optimizing staffing, reducing shrinkage, and costs.
• Identify gaps and apply RCA and corrective actions for billing, tech support, and retention workflows.

Skills

Analytical skills

Communication

WFM concepts

Billing systems

CRM tools

Shift work

Job description

Key Responsibilities

• Monitor and drive key Telco metrics including Service Level Agreements (SLAs), Average Handling Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Net Promoter Score (NPS)

• Mentor, coach, and develop Team Leaders to improve performance, foster high engagement, and reduce employee attrition

• Serve as a primary point of contact for the client; participate in daily, weekly, and monthly business reviews (MBRs/QBRs) to report on account health

• Manage account profitability by optimizing staffing levels, controlling shrinkage, and reducing operational costs

• Identify performance gaps and implement root-cause analysis (RCA) and corrective action plans to streamline Telco workflows (e.g., billing disputes, technical support, retention)

What we're looking for

• Minimum of 3–5 years of experience as an Operations Manager or Operations Senior Team Leader in a BPO setup

• At least 2 years of direct experience managing a Telco account (handling complex billing, technical support, or sales/retention queues)

• Strong analytical skills with the ability to interpret data dashboards and operational reports

• Excellent verbal and written communication skills for client-facing presentation and alignment

• Proficiency in Workforce Management (WFM) concepts, billing systems, and CRM tools

• Willingness to work in a shifting schedule, including night shifts, weekends, and holidays to align with global client time zones