Telecom Operations Leader for CX Excellence

Probe CX; Pateros; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Probe Group in Manila is seeking an Operations Manager (Telecommunications) to oversee day-to-day telecom workflows and lead a team of Team Leaders. You will drive performance, optimize costs, and ensure timely delivery of CX services for a major telecom client.

You will manage SLAs and KPIs, coach leaders, and collaborate with WFM, QA, and training to reduce churn and improve customer outcomes. Strong telecom know-how and people leadership are essential.

Qualifications

• Experience: Proven track record as an Operations Manager within the BPO / CX industry, with at least 2–3 years of experience directly managing Telecommunications campaigns.
• People management: ability to supervise, coach, and develop supervisors and operational staff.
• Telecom expertise: deep understanding of telecom-specific workflows, including billing, tech support, and retention.
• Analytical skills: capacity to analyze data, monitor queue performance, and manage budgets.
• Communication: strong interpersonal and presentation skills with external stakeholders and upper management.
• Adaptability: able to multitask and solve problems in a fast-paced, high-volume environment.

Responsibilities

• Operational Oversight: Direct daily activities across telecom workflows, managing workforce coverage and readiness.
• Team Leadership: Lead, coach, and mentor Team Leaders and Circle Leaders to foster a high-performance, customer-centric culture.
• Performance Management: Drive goals, ensure SLAs, compliance, and KPI targets are met.
• Telecom Performance Metrics: Own AHT, FCR, NPS, CSAT metrics.
• Cross-functional Collaboration: Interact with WFM, QA, and training to improve efficiency.
• Client & Escalation Management: Serve as operational contact for the telecom client and handle escalations.
• Process Improvement: Identify bottlenecks and implement plans to boost productivity and reduce churn.

Skills

Operations Mgmt

People Management

Telecom Expertise

Analytical Skills

Communication

Adaptability

Job description

Probe Group in Manila is seeking an Operations Manager (Telecommunications) to oversee day-to-day telecom workflows and lead a team of Team Leaders. You will drive performance, optimize costs, and ensure timely delivery of CX services for a major telecom client.

You will manage SLAs and KPIs, coach leaders, and collaborate with WFM, QA, and training to reduce churn and improve customer outcomes. Strong telecom know-how and people leadership are essential.