Senior Telecommunications, Network

2 days ago

Manila, National Capital Region, Philippines Simera Full time

We are seeking a
Senior Telecommunications & Call Center Operations Manager
with deep call center leadership experience and a solid understanding of
telecommunications, networking, and WiFi-based technical support environments
. This role owns the performance, structure, and execution of our BPO call center operations, with direct responsibility for
Tier 1 and Tier 2 technical support teams
, ticket workflows, and operational metrics.

This position goes beyond traditional call center management. The ideal candidate understands how technical support truly works—how tickets flow, how issues escalate, and how to partner effectively with
engineering, network, and field operations teams
to drive resolution quality and metric improvement.

Key Responsibilities:

Call Center & BPO Operations

  • Own day-to-day operations for outsourced and internal call center teams
  • Lead and optimize

Tier 1 and Tier 2 technical support performance

Organize workloads, staffing models, and schedules to ensure tickets are completed within SLA

Monitor and drive improvements across key metrics, including:

  • CSAT
  • NPS
  • Contacts Per Hour (CPH)
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)

Establish clear performance expectations, coaching frameworks, and accountability structures

Technical Support & Telecom Operations

  • Oversee ticket queue management, prioritization, escalation, and resolution workflows
  • Apply working knowledge of
    WiFi, networking, and telecommunications
    to improve triage accuracy and reduce unnecessary escalations
  • Partner closely with
    engineering, network, and field operations teams
    to align support processes with technical realities
  • Ensure proper documentation, troubleshooting flows, and escalation paths for Tier 1 and Tier 2 support
  • Identify recurring technical issues and translate trends into process, tooling, or product improvements
  • Process, Metrics & Continuous Improvement
  • Build and refine operational processes that balance efficiency with resolution quality
  • Use data to identify gaps in performance and drive measurable improvement
  • Create clear reporting dashboards and operational reviews
  • Standardize ticket handling, workflows, and knowledge base usage across teams
  • Lead continuous improvement initiatives across both support quality and operational efficiency

Required Qualifications

  • 7+ years of call center operations experience, including senior management or director-level exposure
  • Proven leadership of
    technical support call center teams (Tier 1 and Tier 2)
  • Hands-on understanding of
    telecommunications, networking, and WiFi-based support environments
  • Demonstrated success driving metric improvement in complex, high-volume support operations
  • Experience working cross-functionally with engineering, network, or field operations teams
  • Strong command of ticketing systems, workforce management, and performance reporting

Preferred Qualifications

  • Experience managing BPO vendors and outsourced technical support teams
  • Background in ISP, telecom, networking, or managed services environments
  • Familiarity with escalation frameworks and root-cause analysis in technical operations
  • Experience building or restructuring support organizationsWhy

This Role Is DifferentThis is
not a traditional call center manager role
.

Success requires both:

  • Operational leadership
    to drive performance and metrics
  • Technical understanding
    to manage real-world telecom and networking support challengesThe right candidate will bridge the gap between customer support, technical teams, and operations—ensuring tickets move efficiently, issues are resolved correctly, and customers receive consistent, high-quality support.

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