Telecom Operations Leader for Customer Experience

Probe CX; Taguig; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Probe CX in Taguig, Philippines, is seeking an Operations Manager for Telecommunications campaigns. You will oversee day-to-day telecom workflows, drive KPIs, and lead Team Leaders to deliver high-quality customer experiences.

You will manage performance across billing, technical support, and retention streams, ensuring cost-efficiency and strong client relationships while coaching leaders and aligning with WFM, QA, and training teams.

Qualifications

• 2–3 years of Operations Manager experience in BPO/CX, telecom campaigns.
• Proven people management of supervisors and training staff.
• Strong data interpretation and KPI tracking skills.

Responsibilities

• Oversee daily telecom workflows including billing, technical support, and retention.
• Lead Team Leaders and Circle Leaders to achieve SLAs and KPIs.
• Drive FCR, CSAT, NPS targets and manage client reviews.
• Collaborate with WFM, QA, and training to improve efficiency.

Skills

Team management

Telecom expertise

Analytical skills

Communication

Budget management

Multitasking

Job description

Probe CX in Taguig, Philippines, is seeking an Operations Manager for Telecommunications campaigns. You will oversee day-to-day telecom workflows, drive KPIs, and lead Team Leaders to deliver high-quality customer experiences.

You will manage performance across billing, technical support, and retention streams, ensuring cost-efficiency and strong client relationships while coaching leaders and aligning with WFM, QA, and training teams.