Operations Assistant Manager (Telco Account)

Job Summary

The Telco Operations Assistant Manager is responsible for overseeing daily customer service and telecommunications operations, ensuring exceptional customer experience and operational excellence. This role leads and develops a team of specialists and support personnel, manages escalated customer concerns, drives performance against key business metrics, and implements process improvement initiatives. The position requires strong leadership, stakeholder management, and problem-solving skills to support the achievement of operational and client objectives.

Job Description

• Oversee daily telco customer service and operational activities to ensure service excellence and achievement of business objectives.
• Manage and lead a team of specialists and support staff, providing coaching, guidance, and performance management.
• Monitor operational metrics, KPIs, and service levels, and implement action plans to drive continuous improvement.
• Handle and resolve complex customer escalations and operational issues in a timely and effective manner.
• Serve as the primary liaison between customers, operations, and other internal departments to ensure seamless issue resolution and service delivery.
• Support the development and implementation of operational processes, policies, and best practices.
• Analyze customer feedback, trends, and operational data to identify opportunities for improvement.
• Ensure compliance with company policies, client requirements, and quality standards.
• Drive employee engagement, development, and retention through effective people management practices.
• Participate in and lead projects and initiatives that enhance operational efficiency and customer experience.

Qualifications

• Minimum of 2-3 years of management experience in a BPO, telecommunications, customer service, or related environment.
• Strong experience in team leadership, performance management, and employee development.
• Proven ability to handle customer escalations and resolve complex issues.
• Excellent communication, problem-solving, and stakeholder management skills.
• Experience managing operational metrics, KPIs, and service delivery performance.
• Ability to drive process improvements and support operational projects.
• Proficient in Microsoft Office applications and reporting tools.
• Amenable to working on-site in TP Antipolo.