Telco BPO Operations Lead

Teleperformance; Mandaluyong; On-site; PHP 300,000 - 550,000; Full time

Job summary

Teleperformance is seeking an experienced BPO Operations Supervisor for the Telco Account to join our Mandaluyong City facility. This full-time role leads and manages a dedicated team in a fast-paced BPO environment, ensuring operational excellence and service quality for the telecom sector.

As Supervisor, you will coach agents, monitor SLAs and KPIs, drive performance, coordinate training, handle escalations, and collaborate with peers to optimize processes and staffing.

Qualifications

• 2–3 years of supervisory or team-lead experience in a call centre, BPO, or customer service environment.
• Strong knowledge of Telco industry operations and customer service standards is a plus.
• Bachelor's degree preferred, though relevant experience may be considered.

Responsibilities

• Supervise, guide and manage daily performance of a team handling Telco account inquiries and transactions.
• Monitor adherence to SLAs, quality standards and KPIs.
• Provide coaching, feedback sessions and one-on-one meetings to drive improvement.
• Identify training needs and coordinate with training to upskill the team.
• Handle escalated issues and ensure swift resolution and satisfaction.
• Prepare and review operational reports and metrics to track performance and trends.
• Enforce company policies, processes and QA standards within the team.
• Collaborate with other departments to optimize processes and resolve challenges.
• Support recruitment, scheduling and workforce planning to meet needs.
• Foster a positive team culture and maintain employee morale.

Skills

Team leadership

Call center operations

KPI & SLA management

Coaching & feedback

English communication

Time management

Education

Bachelor's degree or higher

Tools

Call center software

Workforce management tools

Job description

Teleperformance is seeking an experienced BPO Operations Supervisor for the Telco Account to join our Mandaluyong City facility. This full-time role leads and manages a dedicated team in a fast-paced BPO environment, ensuring operational excellence and service quality for the telecom sector.

As Supervisor, you will coach agents, monitor SLAs and KPIs, drive performance, coordinate training, handle escalations, and collaborate with peers to optimize processes and staffing.