Operations Manager (Telco Account)

Key Responsibilities

• Monitor and drive key Telco metrics including Service Level Agreements (SLAs), Average Handling Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Net Promoter Score (NPS)
• Mentor, coach, and develop Team Leaders to improve performance, foster high engagement, and reduce employee attrition
• Serve as a primary point of contact for the client; participate in daily, weekly, and monthly business reviews (MBRs/QBRs) to report on account health
• Manage account profitability by optimizing staffing levels, controlling shrinkage, and reducing operational costs
• Identify performance gaps and implement root-cause analysis (RCA) and corrective action plans to streamline Telco workflows (e.g., billing disputes, technical support, retention)

What we're looking for

• Minimum of 3–5 years of experience as an Operations Manager or Operations Senior Team Leader in a BPO setup
• At least 2 years of direct experience managing a Telco account (handling complex billing, technical support, or sales/retention queues)
• Strong analytical skills with the ability to interpret data dashboards and operational reports
• Excellent verbal and written communication skills for client-facing presentation and alignment
• Proficiency in Workforce Management (WFM) concepts, billing systems, and CRM tools
• Willingness to work in a shifting schedule, including night shifts, weekends, and holidays to align with global client time zones