Technical Supervisor

BCM One

1d•Hybrid

About The Position

BCM One is seeking a Technical Support Supervisor to lead, coach, and empower our Makati-based Technical Operations team. This role plays a critical part in delivering exceptional telecom and VoIP support to our Ecommerce customers, ensuring that service requests are resolved efficiently, accurately, and in alignment with BCM One’s standards of operational excellence. As a people-first leader, you will work alongside of US leaders to empower and guide a team of Technical Support Representatives. This role will act as the primary escalation point for complex VoIP issues, drive process improvements, and partner closely with cross-functional teams to uphold a high-performing, customer-centric support environment.

Requirements

Minimum 5+ years of experience in Telecom/VoIP technical support or helpdesk roles.
Bachelor’s degree preferred (technical or related field), but significant relevant experience may substitute.
Strong knowledge of SIP, RTP, H.323, VoIP architecture, call flow analysis, and tools such as Wireshark.
Solid understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and network troubleshooting.
Experience with SBCs, IP PBXs, gateways, and related infrastructure.
Familiarity with ticketing systems (Autotask, Zendesk) and collaboration tools (Slack, Teams, WebEx).
SSCA certification is a plus.
Strong leadership presence with the ability to mentor, motivate, and guide teams.
Humble, willing to learn, and able to say “I don’t know” while seeking solutions.
Excellent communication skills—both technical and non-technical.
Strong analytical and critical thinking skills.
High attention to detail, especially when managing KPIs, SLAs, and reports.
Ability to manage up—providing transparent updates, raising risks, and collaborating openly with leadership.
Customer-focused, calm under pressure, and committed to service excellence.

Nice To Haves

SSCA certification is a plus.

Responsibilities

Lead and coach the Technical Operations team across overlapping shifts, providing regular feedback, performance reviews, and supporting hiring and onboarding.
Drive operational excellence by managing ticket flow, triage, and escalations, ensuring SLA compliance and improving key metrics such as AHT, resolution time, and CSAT.
Act as the primary escalation point for complex VoIP and network issues, troubleshooting SIP, call quality, SBCs, gateways, IP PBXs, APIs, Messaging, and Fax services using tools like Autotask, Flowroute, NexVortex, Polestar, and Homer.
Develop and deliver training programs with the Makati trainer, identify performance gaps, and implement process improvements—including a structured training template within 6 months.
Collaborate with cross-functional teams to resolve recurring issues, communicate trends and outages to leadership, and provide clear, proactive updates when managing up.