Telco Campaign Team Lead – Billing & Support

Full Potential BPO Inc.; Davao City; On-site; PHP 700,000 - 900,000; Full time

Job summary

Full Potential Solutions (FPS) in the Philippines seeks a dynamic Team Manager to lead a high‑performing Telco campaign operations team. You will drive delivery, coach teammates, and foster continuous improvement in customer service processes.

The role requires 3+ years of team leadership in a BPO/Shared Services environment, with omnichannel, telco experience, and willingness to work onsite night shifts in Davao City.

Qualifications

• 3+ years of experience leading teams in a BPO/Shared Services setup.
• Experience in handling customer service campaigns, preferably omnichannel (calls/chats/emails).
• Experience in handling telco campaigns is highly preferred.
• Experience de-escalations and driving KPIs.
• Strong coordination across multiple workstreams and functions.
• Exceptional communication and coaching mindset.
• Able to work onsite and night shifts.

Responsibilities

• Provide day-to-day leadership and mentorship to the project operations team.
• Oversee task allocation and manage capacity across initiatives.
• Facilitate regular team check-ins, retrospectives and planning sessions.
• Apply Agile principles and drive continuous improvement.
• Promote transparency and effective cross‑department communication.
• Monitor performance metrics and assist with status updates and dashboards.
• Contribute to process improvements and scale best practices.
• Partner with leadership to identify training needs and align with company values.

Skills

Team leadership

Omnichannel experience

Customer service

Coaching

Communication

Shift work

Job description

Full Potential Solutions (FPS) in the Philippines seeks a dynamic Team Manager to lead a high‑performing Telco campaign operations team. You will drive delivery, coach teammates, and foster continuous improvement in customer service processes.

The role requires 3+ years of team leadership in a BPO/Shared Services environment, with omnichannel, telco experience, and willingness to work onsite night shifts in Davao City.