Operations Supervisor-T-Mobile

Job Title: Operations Supervisor-T-Mobile

Salary: 35,000, Max- 40,000

Work setup: Onsite/ GY

Location: Makati City, Philippines 

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 supervisory or team leadership experience in a BPO environment, preferably handling international Telco accounts such as T-Mobile, Verizon, or AT&T.

Candidates must have experience supporting international Telco accounts. Those with local/domestic Telco experience only will not be considered.

Strong knowledge of KPI/SLA management, productivity monitoring, quality assurance, and team performance.

Excellent coaching, communication, problem-solving, and people management skills.

Ability to handle escalations and implement action plans to improve team performance.