Operations Manager
# Operations Manager **Probe CX** · Taguig · `On-site` 🕒 **Статус:** *Опубликовано: 5 дней назад* · *Источник: Indeed* --- ### About the Role Job Summary The Operations Manager (Telecommunications) at Probe CX is responsible for overseeing day-to-day operations and ensuring the efficient, cost-effective, and timely delivery of customer experience services for a major telecom client. This role drives performance, productivity, and profitability through effective operational strategies across high-volume customer service, technical support, and billing queues. As a key leader, you will manage a team of Team Leaders, guiding them to meet strict client KPI targets, maximize First Contact Resolution (FCR), and minimize churn. Key Responsibilities Operational Oversight: Direct daily activities across multiple telecom workflows (e.g., billing, technical support, retention), managing workforce coverage and operational readiness. Team Leadership: Lead, coach, and mentor Team Leaders and Circle Leaders to foster a high-performance, customer-centric culture. Performance Management: Drive team and individual goals, ensuring daily service levels (SLAs), compliance standards, and critical telecom KPIs are consistently met. Telecom Performance Metrics: Own the performance outcomes for key industry metrics including Average Handle Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT). Cross-functional Collaboration: Interact frequently with Workforce Management (WFM), Quality Assurance (QA), and training departments to streamline operational efficiency. Client & Escalation Management: Serve as a key operational contact for the telecom client, leading business reviews and implementing immediate corrective actions for service deviations. Process Improvement: Identify operational bottlenecks and implement strategic action plans to increase productivity, reduce customer effort, and prevent churn. Qualifications & Skills Experience: Proven track record as an Operations Manager within the BPO / Customer Experience (CX) industry, with at least 2–3 years of experience directly managing Telecommunications campaigns. People Management: Strong capability in managing direct reports, including supervisors, training managers, and operational staff. Telecom Expertise: Deep understanding of telecom-specific challenges, including handling billing disputes, technical troubleshooting workflows, and customer retention strategies. Analytical Skills: Ability to interpret complex data, track real-time queue performance metrics, and manage operational budgets. Communication: Exceptional interpersonal and presentation skills, with the ability to confidently interface with external client stakeholders and upper management. Adaptability: Highly proficient at multitasking and problem-solving in a fast-paced environment with strict, fluctuating volume deadlines.
Наблюдалась 2026-09-21, впервые 2026-09-16, найдена на 3 площадках, источник — Indeed.