Operations Manager – Local Telco Account

18 hours ago

Cebu City, Central Visayas, Philippines Private Advertiser Full time

Job Summary

The Operations Manager is responsible for overall performance management of the CXM operations supporting a local telecommunications account. This role ensures delivery of service level agreements (SLAs), operational efficiency, people management, and continuous improvement while maintaining strong client and stakeholder relationships.

Key Responsibilities

Operations & Performance Management

  • Manage day-to-day operations of the local telco CXM account across channels

  • Ensure achievement of contractual SLAs, KPIs, and operational targets (AHT, CSAT, QA, productivity, attendance, etc.).

  • Analyze performance trends and implement corrective and preventive action plans.

  • Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

People Management

  • Lead, coach, and develop Operations Leads, Team Leaders, and support teams.

  • Conduct regular performance reviews, calibration sessions, and coaching interventions.

  • Ensure manpower planning, scheduling alignment, and attrition management.

  • Promote employee engagement, compliance, and a positive work culture.

Client & Stakeholder Management

  • Act as the primary point of contact for client escalations and operational updates.

  • Prepare and present business reviews, performance reports, and action plans.

  • Collaborate closely with Workforce Management, Quality, Training, HR, and Support Teams.

Process, Compliance & Risk Management

  • Ensure adherence to company policies, telco regulations, data privacy, and security standards.

  • Identify operational risks and implement mitigation strategies.

  • Ensure audit readiness and compliance with internal and external requirements.

Financial & Business Management

  • Manage cost controls, productivity metrics, and budget adherence.

  • Support forecasting, capacity planning, and business growth initiatives.

  • Provide input on process optimization and automation opportunities.

Qualifications

  • Minimum of 5 years' experience leading operational teams or equivalent leadership role

  • Proven track record in SLA management, people leadership, and client handling.

  • Strong customer-facing operations leadership

Skills & Competencies

  • Strong leadership, coaching, and decision-making skills

  • Excellent analytical and problem-solving abilities

  • Client-facing communication and presentation skills

  • Knowledge of metrics and telco operations

  • Ability to manage multiple priorities in a fast-paced environment

Work Setup

  • Onsite / Hybrid (as applicable)

  • Willing to work on shifting schedules as required by operations

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