Telco Team Manager — Lead High-Impact Onsite Night Shift

Full Potential Solutions; Davao City; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Full Potential Solutions is seeking a dynamic Team Manager to lead and support a high-performing Telco campaign operations team. You will guide day-to-day delivery, nurture growth, and drive the company mission forward with a strong focus on customer service processes and coaching teams to exceed targets.

The ideal candidate brings 3+ years leading teams in BPO/shared services, hands-on experience with omnichannel campaigns, and a proven ability to coordinate multiple workstreams.

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.
• Strong coaching mindset; capable of empowering team members to self-organize and improve continuously.
• 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.
• 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 campaigns

Telco technical support

Customer communications

Cross-functional coordination

Communication skills

Coaching

Night shift readiness

Job description

Full Potential Solutions is seeking a dynamic Team Manager to lead and support a high-performing Telco campaign operations team. You will guide day-to-day delivery, nurture growth, and drive the company mission forward with a strong focus on customer service processes and coaching teams to exceed targets.

The ideal candidate brings 3+ years leading teams in BPO/shared services, hands-on experience with omnichannel campaigns, and a proven ability to coordinate multiple workstreams.