Job Overview

We are hiring an Operations Supervisor to lead customer service teams supporting telecom accounts. This role involves managing daily operations, improving team performance, and ensuring high-quality service delivery.

Key Responsibilities
Supervise and manage a team of customer service representatives
Handle post-sale technical and non-technical support
Monitor team performance and ensure service quality standards are met
Manage high-volume customer interactions (calls, chat, or messaging)
Resolve complex customer issues and provide guidance to team members
Improve team processes and drive operational efficiency
Coordinate with internal teams (e.g., operations, production, distribution)
Lead short-term projects and daily operational activities

Qualifications
At least 2 years experience as a Team Leader or Operations Supervisor in a BPO setting
Experience in Telco or Telco Sales is highly preferred
Strong candidates without telco experience may still be considered
Strong leadership and people management skills
Good understanding of customer service operations and best practices
Ability to work in a fast-paced, performance-driven environment
Good communication and problem-solving skills

Key Skills
Team leadership and coaching
Performance management
Process improvement
Customer issue resolution
Stakeholder coordination