(URGENT) Team Leader – Telecom Customer Operations (T-Mobile)

(URGENT) Team Leader – Telco Operations (T-Mobile)

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

Job Overview

We are seeking a proactive and performance-oriented Team Leader to oversee customer operations for the T-Mobile (Telo) account. This role requires an experienced BPO professional who can motivate team members, maintain operational standards, improve customer experience, and ensure business targets are achieved.

Roles and Responsibilities

• Lead and supervise a team to ensure daily operational targets are achieved.

• Track team performance, including attendance, productivity, quality, and customer satisfaction.

• Conduct team huddles, one-on-one coaching, and performance discussions.

• Support underperforming employees through structured coaching and action plans.

• Monitor service levels and ensure adherence to operational guidelines.

• Address escalations and provide timely resolutions.

• Work closely with Quality Assurance and Training teams to improve performance.

• Maintain accurate team reports and communicate operational updates to management.

• Promote employee engagement and maintain a positive team environment.

Required Qualifications

• Minimum 1 year of BPO leadership or team management experience.

• Experience managing customer service or technical support teams is preferred.

• Telecommunications or T-Mobile account exposure is an advantage.

• Strong understanding of operational KPIs, SLAs, and quality standards.

• Excellent leadership, interpersonal, and decision-making abilities.

• Must be willing to work onsite in Makati City and follow shifting / graveyard schedules.

Rehire Restriction

Candidates who previously worked with Teleperformance (TP), Majorel, PSG Global Solutions, or Aegis are not eligible, including employment through third-party agencies.