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Telecom Operations Manager

1 week ago

Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time

The Team Lead role at HGS Offshore Staffing Solutions is a pivotal position that oversees a team of customer service and technical support agents, driving performance targets and delivering exceptional customer experiences. This leadership role requires strong analytical and problem-solving skills to address operational concerns effectively.

Key responsibilities include leading by example, fostering a collaborative team culture, and driving process improvements to enhance service delivery and operational workflows. The ideal candidate will possess strong knowledge of telecommunications products and services, as well as proficiency in using CRM systems, workforce management tools, and other contact center technologies.

Key Accountabilities:

  1. Team Performance Management: Achieve and maintain target KPIs such as customer satisfaction (CSAT), first call resolution (FCR), average handle time (AHT), adherence to SLAs and other metrics set by the client.
  2. Customer Experience Excellence: Ensure all customer interactions are handled professionally, with a focus on resolving issues efficiently and improving overall customer satisfaction.
  3. Leadership and Coaching: Develop team members through regular coaching sessions, performance reviews, and personalized development plans to drive individual growth and team success.
  4. Operational Compliance: Ensure that all agents comply with company and client policies, regulatory requirements, and telco-specific procedures to maintain the highest operational standards.
  5. Client Relationship Management: Serve as the primary point of contact for the client, providing performance updates, handling escalations, and ensuring client expectations are met consistently.

Requirements:

  • Minimum of 2-3 years of experience in a supervisory or team leader role, preferably in a telecommunications or customer service environment.
  • Strong knowledge of telecommunications products and services.
  • Proven track record of managing teams to meet KPIs and SLAs.
  • Proficient in using CRM systems, workforce management tools, and other contact center technologies.