Operations Team Leader (BPO - Dayshift - Telco Account)

vCustomer Philippines, Inc.; Eastern Manila District; Presencial; PHP 446.000 - 781.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Career growth

Referral rewards

Descripción de la vacante

Tech Mahindra Philippines is seeking an Operations Team Leader to drive execution of complex client engagements from Ortigas, Pasig City onsite. This role collaborates with internal teams to deliver high‑quality solutions while maintaining exceptional client service and alignment with project goals.

The ideal candidate has 1–2 years in a supervisory role, strong analytical skills, and experience with new account launches or transitions.

Formación

• Bachelor’s degree preferred.
• 1–2 years experience in a team lead or supervisory role handling Telco accounts.
• Strong analytical, results‑oriented and process‑driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Ability to coach teams in a high‑visibility, fast‑scaling pilot account.
• Ability to document processes accurately and ensure client expectations compliance.

Responsabilidades

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform any other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
• Help drive Train-the-Trainer readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early‑stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Conocimientos

Leadership

Coaching

Analytical thinking

Client communication

Process improvement

Team collaboration

Educación

Bachelor’s degree preferred

Descripción del empleo

We’re Hiring: Operations Team Leader

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

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.

• Provide excellent customer service and identify client needs.

• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.

• Participate in proposal development for business opportunities.

• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.

• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.

• Conduct root cause analyses and build corresponding action plans.

• Coach associates to meet KPIs and performance metrics.

• Manage team attrition and engagement.

• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.

• Perform any other tasks assigned by leadership.

• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.

• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.

• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.

• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.

• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

What We’re Looking For

• Bachelor’s degree preferred.

• Minimum 1–2 years experience in a team lead or supervisory role with handling Telco accounts is reqiured

• Strong analytical, results-oriented, and process-driven mindset.

• Experience supporting new account launches, workflow stabilization, or transition projects.

• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.

• Ability to document processes accurately and ensure compliance with client expectations.

• Competent in root cause analysis, performance management, and data-driven decision-making.

• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.

• Strong written and verbal communication skills, especially for client-facing reporting and updates.

• Able to adapt quickly to evolving client requirements, especially during the stabilization period.

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.