Telco BPO Operations Lead – Makati (Onsite)

Neksjob Philippines; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Equity incentive plan

Commission

Performance bonus

Incentives

Job summary

Neksjob Philippines is seeking an experienced Operations Supervisor for our Telecommunications (Telco) account in Makati. You will lead and develop a team, drive performance, and ensure SLA adherence while managing client relationships and escalations.

The ideal candidate has a solid BPO Telco background and proven leadership in a call center environment, with a focus on coaching, performance management, and consistent delivery in a fast-paced setting.

Qualifications

• At least 2 years of experience in a BPO/contact center environment.
• Must have BPO Telco experience and leadership experience.
• Previous experience as a Team Leader, Operations Supervisor, or similar leadership role.
• Strong understanding of call center operations, KPIs, SLAs, quality, and performance management.
• Excellent communication, coaching, problem-solving, and people-management skills.
• Willing to work onsite in Makati City.
• Willing to work on shifting schedules, including weekends and holidays when required.
• Can start ASAP.

Responsibilities

• Lead and develop a high-performing team for a Telco account in Makati.
• Drive operational performance and ensure SLA achievement.
• Manage escalations and maintain strong client relationships.
• Monitor metrics, logs, and reports; provide coaching and feedback.
• Identify gaps and implement solutions with Client and internal teams.
• Maintain compliance with policies and processes and mentor staff for growth.

Skills

Leadership

People management

Coaching

Communication

Problem solving

Call center ops

Escalation handling

Job description

Neksjob Philippines is seeking an experienced Operations Supervisor for our Telecommunications (Telco) account in Makati. You will lead and develop a team, drive performance, and ensure SLA adherence while managing client relationships and escalations.

The ideal candidate has a solid BPO Telco background and proven leadership in a call center environment, with a focus on coaching, performance management, and consistent delivery in a fast-paced setting.