Team Manager

16 hours ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱2,000,000 - ₱2,500,000 per year

We are seeking an experienced and motivated Telco Team Leader to oversee and manage a team within our telecommunications operations. The role involves ensuring the team meets performance targets, provides excellent customer support, and maintains high standards in service delivery. The Team Leader will act as a mentor, coach, and point of escalation while driving continuous improvement in processes and performance.

Key Responsibilities

  • Team Leadership & Performance

  • Lead, coach, and motivate a team of telecom specialists, agents, or engineers to meet and exceed KPIs (e.g., quality, productivity, customer satisfaction, and service-level agreements).

  • Monitor daily operations and allocate tasks effectively to ensure workload balance.
  • Conduct regular performance reviews and provide feedback for growth and development.

  • Operational Excellence

  • Oversee end-to-end telco processes, including troubleshooting, service provisioning, billing, or customer care (depending on business function).

  • Ensure adherence to company policies, compliance, and telco regulatory standards.
  • Identify process gaps and recommend improvements to enhance efficiency and customer experience.

  • Client & Customer Management

  • Act as an escalation point for complex customer or technical issues, ensuring swift resolution.

  • Maintain high standards of customer service and ensure client satisfaction.
  • Collaborate with other departments (network, IT, billing, sales) to resolve escalated concerns.

  • Reporting & Analysis

  • Track team performance metrics and prepare reports for management.

  • Analyze data to identify trends, issues, and opportunities for optimization.
  • Implement action plans based on performance insights.

  • People Development

  • Provide training, coaching, and mentoring to team members.

  • Foster a positive, inclusive, and high-performance work culture.
  • Support career development and succession planning within the team.
Qualifications & Skills
  • Bachelor's degree in Business, Telecommunications, IT, or related field (preferred but not always required).
  • Proven experience in telecommunications operations, customer service, or network support.
  • At least 2–3 years of leadership or supervisory experience in the telco or BPO industry.
  • Strong understanding of telecom products, services, and technologies.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.

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