Operations Manager | Telco Campaign

Full Potential BPO Inc.; Davao City; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Job summary

Full Potential BPO Inc. is seeking an Operations Manager to lead and support the day-to-day execution of our Telco campaign, ensuring operational excellence, client satisfaction, and team performance in a fast-paced, compliance-driven environment.

You will be responsible for managing key operational workflows, supporting client initiatives, optimizing team efficiency, and ensuring the successful delivery of KPIs and service standards.

Qualifications

• Bachelor's degree in Business, Operations Management, Finance, or related field.
• Minimum of 3–5 years’ experience in operations management (BPO/tech services preferred).
• Experience supporting a technical support or customer service campaign; chat/email preferred.
• Proven leadership and people management across large or multi-tier teams.
• Strong skills with CRM, workforce systems, and reporting dashboards.
• Solid understanding of financial compliance and risk in customer operations.
• Excellent communication, organization, and analytical abilities.
• Willing to work onsite with shifting schedules.

Responsibilities

• Oversee the daily operations of the assigned campaign, ensuring consistent performance and adherence to client and internal standards.
• Collaborate with cross-functional teams (Training, Quality, Workforce, HR) to support smooth campaign execution.
• Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results.
• Monitor and analyze campaign metrics, including productivity, quality, and compliance, and initiate corrective actions when necessary.
• Manage team leads/supervisors and ensure proper coaching, development, and performance management.
• Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment.
• Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements.
• Lead regular business reviews with internal and external stakeholders.
• Contribute to forecasting, capacity planning, and resource allocation.

Skills

Leadership

People management

Communication

Analytical thinking

Problem solving

Data-driven decisions

Education

Bachelor's degree in Business/Operations/Finance

Tools

CRM platforms

Workforce systems

Reporting dashboards

Job description

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect




• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement




• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate




• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

We are seeking a strategic and results-driven Operations Manager to lead and support the day-to-day execution of our Telco campaign. This role is crucial in ensuring operational excellence, client satisfaction, and team performance within a fast-paced, compliance-driven environment.

You will be responsible for managing key operational workflows, supporting client initiatives, optimizing team efficiency, and ensuring the successful delivery of KPIs and service standards.

Duties and Responsibilities

• Oversee the daily operations of the assigned campaign, ensuring consistent performance and adherence to client and internal standards




• Collaborate with cross-functional teams (e.g., Training, Quality, Workforce, and HR) to support smooth campaign execution




• Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results




• Monitor and analyze campaign metrics, including productivity, quality, and compliance, and initiate corrective actions when necessary




• Manage team leads/supervisors and ensure proper coaching, development, and performance management




• Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment




• Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements




• Lead regular business reviews with internal and external stakeholders




• Contribute to forecasting, capacity planning, and resource allocation

Qualifications

• Bachelor's degree in Business, Operations Management, Finance, or a related field




• Minimum of 3–5 years of experience in operations management, preferably in a BPO or tech-enabled services environment




• Prior experience supporting a technical support or customer service campaign is a strong advantage; chat/email support is preferred




• Strong leadership and people management skills, with experience leading large or multi-tiered teams




• Proficiency in operational tools, CRM platforms, workforce systems, and reporting dashboards




• Solid understanding of financial compliance and risk management in customer-facing operations




• Excellent communication, organizational, and analytical skills




• Strong problem-solving mindset and ability to make data-driven decisions




• Amenable to work onsite and in shifting schedules