Telco Support Team Lead - Billing & Sales (Night Shift)

Full Potential Solutions, Inc.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Full Potential Solutions, Inc. in the Philippines is seeking a dynamic Team Manager to lead and support a high-performing Telco campaign team. You will drive performance, coach team members, and ensure effective customer service processes to meet targets.

The role requires strong leadership, exceptional communication across functions, and a proven ability to coordinate multiple workstreams while aligning with company values. Onsite night-shift work is required.

Qualifications

• 3+ years of experience leading teams in a BPO or Shared Services setup.
• Experience in handling customer service campaigns is a must, preferably in an omnichannel structure (calls, chats, and emails).
• Experience in handling technical support, customer service (billing & sales) for a telco campaign is highly preferred.
• With experience handling de-escalations and customer communications to drive customer service KPIs.
• Proven ability to coordinate multiple workstreams and support strategic initiatives at scale.
• Exceptional communication skills, with experience collaborating across diverse functions.
• Amenable to work onsite and in the night shift.

Responsibilities

• Provide day-to-day leadership and mentorship to the project operations team, aligning priorities and supporting career development.
• Oversee task allocation, manage capacity and ensure coverage across initiatives.
• Facilitate regular team check-ins, retrospectives, and planning sessions to support team effectiveness.
• Agile principles and continuous improvement.
• Foster a culture of transparency and effective communication with stakeholders across departments.
• Monitor team performance metrics and progress; support the preparation of status updates and dashboards.
• Actively contribute to process enhancement efforts; identifying, documenting, and scaling best practices.
• Partner with leadership to identify training needs, drive learning opportunities, and promote alignment with company values.

Skills

Team leadership

Customer service

Omnichannel campaigns

De-escalation handling

Cross-functional coordination

Coaching

Communication

Job description

Full Potential Solutions, Inc. in the Philippines is seeking a dynamic Team Manager to lead and support a high-performing Telco campaign team. You will drive performance, coach team members, and ensure effective customer service processes to meet targets.

The role requires strong leadership, exceptional communication across functions, and a proven ability to coordinate multiple workstreams while aligning with company values. Onsite night-shift work is required.