Operations Supervisor – T-Mobile (Telo)

Job Description: Operations Supervisor – T-Mobile (Telo)

Location: Alphaland, Makati City, Philippines
Work Setup: Onsite
Shift: Graveyard (GY) / Shifting Schedule
Salary: PHP 35,000–40,000 per month (confirm final approved range)
Open Positions: 6

Job Summary

We are seeking results-driven Operations Supervisors to lead teams supporting the T-Mobile (Telo) account. The ideal candidates will oversee daily BPO operations, drive productivity, monitor KPIs and SLAs, maintain service quality, and coach team members to achieve operational targets and deliver an excellent customer experience.

Key Responsibilities

• Supervise daily operations to ensure productivity, quality, and service-level targets are achieved.
• Monitor team performance against KPIs, SLAs, quality standards, and operational goals.
• Conduct regular coaching sessions, team huddles, and performance reviews.
• Develop action plans to address performance gaps and improve productivity.
• Handle customer and operational escalations and ensure timely resolution.
• Ensure compliance with company policies, client requirements, and established procedures.
• Prepare accurate performance reports and provide regular operational updates.
• Collaborate with Operations Managers, Quality Assurance, Training, and support teams.
• Drive employee engagement, attendance, retention, and professional development.
• Promote a positive team environment and continuous improvement.

Qualifications

• At least 1 year of leadership or supervisory experience in a BPO environment.
• Previous telecommunications or T-Mobile account experience is an advantage but not mandatory.
• Strong leadership, coaching, communication, and team management skills.
• Experience monitoring KPIs, SLAs, productivity, and quality performance.
• Ability to manage escalations, resolve operational issues, and meet performance targets.
• Willingness to work onsite at Alphaland, Makati City, on a graveyard or shifting schedule.

Pre-Screening Questionnaire

Interested applicants must complete the questionnaire below:

Questionnaire Link: https://myglit.com/lateral/cref/a8033a1349

Please ensure your latest CV highlights your BPO experience, supervisory background, team size, account exposure, and achievements in improving operational performance.

Screening Questions

1. How many years of BPO experience do you have? Do you have telecommunications or T-Mobile account experience?
2. How many years of BPO leadership or supervisory experience do you have?
3. How many agents or team members have you directly supervised?
4. Are you amenable to the approved monthly salary package, onsite work at Alphaland, Makati, and a graveyard/shifting schedule?
5. Have you previously worked for Teleperformance (TP), Majorel, PSG Global Solutions, or Aegis, either directly or through a third-party agency?
6. What is your current or last drawn monthly salary?
7. What is your expected monthly salary?
8. What is your notice period or earliest possible joining date?

Important Hiring Notice

Former employees of Teleperformance (TP), Majorel, PSG Global Solutions, and Aegis are not eligible for rehire, whether directly or through a third-party agency, as specified in the hiring requirements.

Only candidates who meet the eligibility criteria and are willing to work onsite in Makati should proceed with the application.

Apply now: Complete the pre-screening questionnaire using the link above.