Operations Manager (Telco)

We’re Hiring: Operations Manager - BPO

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Contribute to organizational planning and strategy as a member of the management team.
• Manage performance for Associate Managers, Team Leads, and Associates to meet SLAs and KPIs.
• Lead multiple programs or LOBs, including Profit & Loss accountability.
• Act as site POC and oversee business continuity requirements.
• Increase efficiency of support functions through coordinated cross-team improvements.
• Implement and oversee the quality of deliverables; manage team relationships to ensure exceptional performance.
• Establish operational objectives and delegate assignments to subordinate leaders.
• Lead complex client engagements involving the design and implementation of business solutions.
• Perform any tasks required by leadership.
• Serve as the primary operations owner for launching and stabilizing the new account.
• Lead the creation of SOPs, governance structures, reporting models, escalation matrices, and standard workflows.
• Drive client calibration rituals, success metrics definition, and performance governance (daily/weekly/monthly cycles).
• Oversee all pilot readiness components: hiring waves, WFM staffing plans, nesting strategy, TTT, and IT readiness.
• Develop risk mitigation strategies, launch timelines, and cross-functional execution plans.

What We’re Looking For

• Bachelor’s degree required.

• 7–8 years of related experience in operations management.

• Minimum 2–3 years managing Supervisors, Team Leads, or Associate Managers.

• Experience in Customer Service or similar functions

• BPO Telco Experience is highly recommended

• Proven leadership in launching new BPO accounts, transitions, or pilot programs.

• Strong experience in client management, including executive communication and hosting client visits.

• Deep competency in capacity planning, WFM forecasting, and cost modeling needed for a new account.

• Experience in continuous improvement frameworks (Lean Six Sigma preferred).

• Ability to work with cross-functional teams (Recruitment, Training, Quality, WFM, HR, IT, Facilities) to execute launch objectives.

• Strong analytical and dashboard-building skills; ability to define KPIs, SLAs, and metrics.

• Excellent documentation, compliance awareness, and audit-readiness discipline.

• High executive presence

Work Setup

Location: Ortigas, Pasig City (Hybrid)

Shift: Shifting schedule (Dayshift)

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.