Operations Supervisor (Telco)

Job Description

The Operations Supervisor will manage and oversee customer service operations for post-sale technical and/or non-technical support across multiple sub-families for business and/or end-consumer customers. This may include:

Remote Customer Service:

Providing support via phone, online chat, or text.

Handling a high volume of low-complexity inquiries.

Analyzing and resolving lower-volume, higher-complexity inquiries.

Distribution Center Customer Service:

Acting as liaison between customers, production, and distribution departments for specific orders.

Providing technical and non-technical support in walk-in service centers.

Responsibilities:

Executes specialized projects and activities according to set principles.

Generates and manages own workload with minimal instructions.

Supervises less experienced professionals, ensuring quality and accountability.

Improves day-to-day activities and processes within the team.

Manages short-term operational activities and delivers professional responsibilities with a focus on excellence.

Typically manages a team of Individual Contributor co-workers.

Required Skills:

At least 2 years of BPO operations experience, with BPO Telco/Telco Sales background

Comprehensive knowledge of operational best practices.

Ability to lead, supervise, and improve team processes.