Job Description

Job Summary

The Operations Manager (Telecommunications) at Probe CX is responsible for overseeing day-to-day operations and ensuring the efficient, cost-effective, and timely delivery of customer experience services for a major telecom client. This role drives performance, productivity, and profitability through

effective operational strategies across high-volume customer service, technical support, and billing queues. As a key leader, you will manage a team of Team Leaders, guiding them to meet strict client KPI targets, maximize First Contact Resolution (FCR), and minimize churn.

Key Responsibilities

• Operational Oversight: Direct daily activities across multiple telecom workflows (e.g., billing, technical support, retention), managing workforce coverage and operational readiness.
• Team Leadership: Lead, coach, and mentor Team Leaders and Circle Leaders to foster a high-performance, customer-centric culture.
• Performance Management: Drive team and individual goals, ensuring daily service levels

(SLAs), compliance standards, and critical telecom KPIs are consistently met.

• Telecom Performance Metrics: Own the performance outcomes for key industry metrics including Average Handle Time (AHT), First Contact Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Cross-functional Collaboration: Interact frequently with Workforce Management (WFM),

Quality Assurance (QA), and training departments to streamline operational efficiency.

• Client & Escalation Management: Serve as a key operational contact for the telecom client,

leading business reviews and implementing immediate corrective actions for service deviations.

• Process Improvement: Identify operational bottlenecks and implement strategic action plans

to increase productivity, reduce customer effort, and prevent churn.

Qualifications & Skills

• Experience: Proven track record as an Operations Manager within the BPO / Customer Experience (CX) industry, with at least 2–3 years of experience directly managing Telecommunications campaigns.
• People Management: Strong capability in managing direct reports, including supervisors, training managers, and operational staff.
• Telecom Expertise: Deep understanding of telecom-specific challenges, including handling billing disputes, technical troubleshooting workflows, and customer retention strategies.
• Analytical Skills: Ability to interpret complex data, track real-time queue performance metrics, and manage operational budgets.
• Communication: Exceptional interpersonal and presentation skills, with the ability to confidently interface with external client stakeholders and upper management.
• Adaptability: Highly proficient at multitasking and problem-solving in a fast-paced environment with strict, fluctuating volume deadlines.