Telco Operations Lead — Client Accounts & Performance

Valor Global, Inc.; Philippines; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Valor Global, Inc. is seeking an Operations Manager/Senior Team Leader to oversee Telco accounts within a dynamic BPO environment. You will monitor key metrics, coach leaders, and collaborate with clients to report on account health and performance.

The role requires strong analytical and communication skills, proficiency with WFM concepts, billing systems, and CRM tools, and flexibility to work night shifts, weekends, and holidays to align with global client time zones.

Qualifications

• 3–5 years of experience as an Operations Manager or Senior Team Leader in a BPO.
• At least 2 years managing a Telco account (billing/technical support/sales/retention).
• Strong analytical skills to interpret dashboards and reports.
• Excellent verbal and written communication for client-facing roles.
• Willingness to work in shifting schedules including nights, weekends, and holidays.

Responsibilities

• Monitor and drive key Telco metrics including SLAs, AHT, CSAT, FCR, and NPS.
• Mentor and develop Team Leaders to improve performance and engagement.
• Act as the primary client contact; report on account health during regular reviews.
• Manage profitability by optimizing staffing, reducing shrinkage, and costs.
• Identify gaps and apply RCA and corrective actions for billing, tech support, and retention workflows.

Skills

Analytical skills

Communication

WFM concepts

Billing systems

CRM tools

Shift work

Job description

Valor Global, Inc. is seeking an Operations Manager/Senior Team Leader to oversee Telco accounts within a dynamic BPO environment. You will monitor key metrics, coach leaders, and collaborate with clients to report on account health and performance.

The role requires strong analytical and communication skills, proficiency with WFM concepts, billing systems, and CRM tools, and flexibility to work night shifts, weekends, and holidays to align with global client time zones.