(URGENT) Senior Operations Lead – T-Mobile Support

(URGENT)  Senior Operations Lead – T-Mobile Support

Location: TP Alphaland, Makati City, Philippines
Work Setup: 100% Onsite
Shift: Graveyard / Rotational Shifting
Salary: ₱35,000–₱45,000 per month
Headcount: 6
Employment Type: Full-time

Position Summary

An exciting opportunity is available for experienced BPO team leaders to join the T-Mobile (Telo) account as Senior Team Supervisors. The role focuses on managing frontline operations, developing team performance, ensuring compliance, and delivering consistent customer service results.

Key Duties

• Oversee frontline teams and ensure smooth day-to-day operations.

• Drive achievement of KPIs, SLAs, productivity, and quality objectives.

• Review performance dashboards and identify areas requiring improvement.

• Provide continuous coaching, mentoring, and performance feedback.

• Conduct regular team meetings and individual performance evaluations.

• Manage attendance, employee engagement, and performance-related concerns.

• Resolve escalated issues and coordinate with relevant support departments.

• Implement process improvements to enhance operational efficiency.

• Ensure compliance with client requirements and internal policies.

• Submit accurate operational reports and updates to management.

Candidate Requirements

• At least 1 year of supervisory or leadership experience in the BPO industry.

• Strong background in managing teams and driving operational performance.

• Telco, telecommunications, or T-Mobile account experience is preferred.

• Familiarity with KPI tracking, SLA management, quality monitoring, and coaching.

• Excellent communication, analytical, and people-management skills.

• Willingness to work onsite at TP Alphaland, Makati, under shifting schedules.

Strict Employment Eligibility

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