Telco Campaign Operations Lead - Data-Driven Growth

Full Potential Solutions, Inc.; Davao City; Sur place; PHP 1 200 000 - 2 000 000; Plein temps

Résumé du poste

Full Potential Solutions, Inc. is seeking an Operations Manager to lead the day-to-day execution of our Telco campaign, ensuring operational excellence, client satisfaction, and strong team performance. You will manage key workflows, drive efficiency, and ensure delivery of KPIs and service standards.

You will collaborate with Training, Quality, Workforce, and HR to optimize processes, coach team leads, and maintain compliance with financial and data privacy policies in a fast-paced environment.

Qualifications

• Bachelor's degree required.
• 3–5 years of operations management experience in BPO or tech-enabled services.
• Experience supporting a technical support or customer service campaign is a strong advantage; chat/email support preferred.
• Strong leadership and people management skills with 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.
• Amenable to work onsite and in shifting schedules.

Responsabilités

• Oversee daily operations of the assigned campaign and ensure performance aligns with client and internal standards.
• Collaborate with Training, Quality, Workforce, and HR to support smooth campaign execution.
• Develop and implement strategies that improve efficiency, customer satisfaction, and business results.
• Monitor campaign metrics (productivity, quality, compliance) and take corrective actions as needed.
• Lead team leads/supervisors and provide coaching, development, and performance management.
• Serve as primary client contact for communication and reporting, ensuring transparency.
• Ensure compliance with financial regulations, data privacy policies, and industry standards.
• Lead regular business reviews with internal and external stakeholders.
• Contribute to forecasting, capacity planning, and resource allocation.

Connaissances

Leadership

Data-driven decisions

Communication skills

Analytical skills

Problem-solving

Onsite work

Scheduling flexibility

Formation

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

Outils

CRM platforms

Workforce systems

Reporting dashboards

Description du poste

Full Potential Solutions, Inc. is seeking an Operations Manager to lead the day-to-day execution of our Telco campaign, ensuring operational excellence, client satisfaction, and strong team performance. You will manage key workflows, drive efficiency, and ensure delivery of KPIs and service standards.

You will collaborate with Training, Quality, Workforce, and HR to optimize processes, coach team leads, and maintain compliance with financial and data privacy policies in a fast-paced environment.