Operations Supervisor-T-Mobile - Alphaland

Job Summary

We are looking for results-driven Operations Supervisors to lead and manage a team supporting the T-Mobile (Telo) account.

The successful candidates will oversee daily operations, monitor team performance, ensure service quality, and drive productivity while maintaining compliance with company policies and client requirements.

Key Responsibilities

• Supervise and manage daily operations to ensure productivity, quality, and service-level targets are consistently met.
• Monitor team performance against key performance indicators (KPIs), service-level agreements (SLAs), and operational goals.
• Provide coaching, feedback, and performance management to improve employee productivity and customer experience.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Identify operational gaps and implement action plans to address performance issues.
• Ensure compliance with company policies, client requirements, and established procedures.
• Prepare and maintain accurate performance reports and operational updates.
• Handle escalations and provide appropriate resolutions to customer or operational concerns.
• Collaborate with Operations Managers, Quality Assurance, Training, and other support teams to improve overall performance.
• Support employee engagement, development, attendance management, and retention initiatives.

Qualifications

• At least 1 year of leadership or supervisory experience in a BPO environment.
• Telecommunications or T-Mobile account experience is preferred but not mandatory.
• Strong leadership, coaching, and team management skills.
• Experience monitoring KPIs, SLAs, productivity, and quality performance.
• Willing to work onsite at TP Alphaland, Makati, on a shifting schedule.