Customer Service Operations Manager

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Pasig City, Metro Manila
Permanent
Full-time

25 days ago

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!CUSTOMER SERVICE Operations managerPOSITION DESCRIPTIONJob Title: Customer Service Operations ManagerLocation: HybridEmployment Type: Full-timeReporting to: Telco Operations ManagerABOUT USYomojo has been providing customers all over Australia with mobile, mobile broadband, and 4G/5G internet services for over a decade. We have recently had a change of ownership and are embarking on an ambitious expansion strategy with the aim of becoming Australia's next challenger telco, providing a full suite of connectivity and voice options for residential and corporate customers alike.We believe in putting our customers' needs first, and we try to make things simple, and to cut through red tape and BS to make sure our customers get what they want, without hassle. We understand how frustrating it can be to engage with some other telcos when you need help, and the Yomojo team is committed to providing excellent customer service.ABOUT THE ROLEThe Customer Service Operations Manager owns the end‑to‑end performance of Yomojo’s customer service function—leading people, processes, and platforms to deliver exceptional customer experiences.This role blends strategic leadership with data‑driven execution to ensure operational excellence, regulatory compliance, and consistently high service standards across retail and wholesale operations.The manager leads cross‑functional customer service teams supporting telco product, driving strong SLA performance, fast resolution times, and operational resilience.As a catalyst for continuous improvement, the role champions smarter workflows, reduced risk, and operational innovation—building high‑performing teams, strengthening collaboration across the business, and enabling scalable growth through outstanding service delivery.OUR VALUESAt Yomojo, we’re committed to delivering outstanding customer service with a focus on simplicity, innovation, and teamwork. With offices in Sydney and Manila, we foster an international culture grounded in core values:

Simplicity: We cut through telecom complexity to create clear, no-fuss solutions for our staff and customers.
Innovation & Impact: As a small, agile team, everyone is empowered to improve processes and drive meaningful change
Team Spirit: Collaboration, support, and a bit of fun are central to our daily work culture.
Customer Focus: Our customers come first—we aim to exceed expectations through personalized, attentive service.

KEY RESPONSIBILITIESTeam Leadership and Development

Lead, mentor, and manage Team Leaders and CS Support and their respective teams, ensuring high performance, engagement, and well‑being.
Provide regular coaching and performance feedback through mid‑month and end‑of‑month reviews.
Facilitate sessions to strengthen coaching capability and leadership effectiveness.
Conduct performance reviews, deliver scorecards, and manage performance documentation (e.g. PIFs, Incentives, DPFs, CAFs).
Lead hiring and onboarding, work with the Process & Training Manager for new hire training and ongoing capability development to maintain operational stability and build high‑performing teams
Foster a positive, accountable team culture that supports professional growth and continuous improvement.

Workforce Management and Scheduling

Develop and manage workforce schedules to ensure adequate coverage across operational hours.
Monitor and forecast workload demands to optimise resource allocation across customer service and wholesale operations.
Ensure payroll schedules, attendance logs, overtime, and leave requests comply with policies and are submitted accurately.

Customer Experience

Own the resolution of escalated customer and partner issues, ensuring timely, effective, and customer‑centric outcomes.
Analyse customer feedback, complaints, and trends to identify improvement opportunities.
Implement and maintain policies, procedures, and quality standards that ensure consistent, high‑quality service delivery.

Operational Oversight and Compliance

Oversee daily customer service and wholesale operations, ensuring SLAs, response times, and ticket management KPIs are consistently met.
Ensure compliance with company policies and Australian telecommunications regulations.
Act as the primary point of coordination between internal teams, partners, and stakeholders to ensure seamless service delivery and issue resolution.
Prepare, present, and analyse regular operational reports for management, translating insights into corrective actions.
Implement and track action plans arising from management escalations, audits, and operational callouts.

Process and Technology Improvements

Drive process improvements across customer support and fault handling workflows to increase efficiency and reduce operational risk.
Identify customer service bottlenecks and implement solutions to improve customer and agent experience.
Recommend and implement tools, technologies, and system enhancements to support operational performance and scalability.
Champion operational innovation and continuous improvement initiatives that enhance customer experience and support business growth.

Strategic Planning and Reporting

Establish, monitor, and report on operational KPIs aligned with business objectives.
Conduct regular performance and operational reviews to identify gaps and implement corrective actions.
Stay informed on industry trends and best practices, integrating them into customer service and service delivery operations.

QUALIFICATIONS AND SKILLS

Experience: Minimum 10 years in customer service, with at least 5 years in a leadership role.
Leadership: Proven ability to lead, coach, and inspire team leaders and agents to success.
Workforce Management: Experience in scheduling, resource optimisation, and workload forecasting.
Problem-Solving: Strong analytical skills and decision-making abilities.
Communication: Excellent verbal and written communication skills, including presenting reports to management.
Customer Focus: A passion for delivering excellent customer experiences.
Tech-Savvy: Proficient in CRM tools, workforce management systems, and analytics tools.
Compliance Knowledge: Familiarity with Australian telecommunications laws, codes, and standards.

MEASUREMENT OF SUCCESS

Reliability
Customer satisfaction
Product Review
Utilisation
Complaints & Compliance
Answer Rate

Joining Yomojo means being part of a purpose-driven team that values clarity, contribution, and communityJoin the A-Team and experience the A-Life!

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