Telco Operations Leader - Growth, People & KPIs (Onsite)

vCustomer Philippines, Inc.; Eastern Manila District; Presencial; PHP 900.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Referral rewards

Descripción de la vacante

Tech Mahindra Philippines is hiring an Operations Manager for Telco at Ortigas, Pasig. You will oversee overall operations, drive performance, and ensure staff productivity.

You will lead retention, coordinate escalations, and work with onshore partners to implement change and process improvements. Bachelor's degree required; 3+ years in telecom contact centre management.

Join a growth‑driven team focused on quality, people development, and delivering superior customer experiences.

Formación

• Bachelor’s degree required for this role.
• 3+ years in managerial level within telecommunications contact centre operations.
• Call centre leadership experience with 4+ years in a leadership role.
• Experience supporting telecom hardware/software products.
• Proven track record in retention initiatives and customer outcomes.
• Advanced people management including training, coaching and development.
• Strong knowledge of Quality assurance and business process improvements.
• Able to make sound business decisions in a dynamic environment.
• Excellent communication with diverse stakeholders.]
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Responsabilidades

• Oversee overall management and performance of operations.
• Lead and manage group welfare, engagement and performance.
• Handle and coordinate escalations from business and stakeholders.
• Foster strong communication with onshore partners.
• Audit roles and responsibilities; research and update requirements.
• Ensure KPIs and satisfaction targets for customers and employees.
• Coach supervisors and implement retention strategies.
• Define metrics and development plans with regular feedback.
• Manage channel support queries and escalations related to systems and processes.
• Drive change management for go-to-market, customer experience, and process improvements.

Conocimientos

People management

Call center leadership

Telecom experience

Retention strategies

Quality assurance

Decision making

Adaptability

Communication

Project management

Educación

Bachelor’s degree qualification

Descripción del empleo

Tech Mahindra Philippines is hiring an Operations Manager for Telco at Ortigas, Pasig. You will oversee overall operations, drive performance, and ensure staff productivity.

You will lead retention, coordinate escalations, and work with onshore partners to implement change and process improvements. Bachelor's degree required; 3+ years in telecom contact centre management.

Join a growth‑driven team focused on quality, people development, and delivering superior customer experiences.