Job Title: Operations Supervisor – T-Mobile Account

Location: Alphaland, Makati City, Philippines
Work Setup: 100% Onsite
Work Schedule: Graveyard / Shifting Schedule
Salary Range: PHP 35,000–40,000 per month (Maximum: PHP 40,000)
Headcount: 6
Account: International Telecommunications (T-Mobile)

Job Overview

We are seeking results-driven Operations Supervisors to lead and manage teams supporting an international T-Mobile telecommunications account. The successful candidates will oversee daily contact center operations, drive team performance, ensure service quality, and achieve productivity and service-level targets while maintaining compliance with company policies and client requirements.

Key Responsibilities

• Supervise and manage daily team operations to ensure productivity, quality, and service-level targets are consistently achieved.

• Monitor team performance against key performance indicators (KPIs), service-level agreements (SLAs), and operational goals.

• Provide regular coaching, feedback, and performance management to improve employee productivity and customer experience.

• Conduct team huddles, performance reviews, and individual coaching sessions.

• Identify operational gaps, analyze performance trends, and implement corrective action plans.

• Ensure compliance with company policies, client requirements, and established procedures.

• Prepare and maintain accurate performance reports and operational updates.

• Handle customer and operational escalations, ensuring timely and appropriate resolutions.

• 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 and Requirements

• At least 1 year of supervisory or team leadership experience in a BPO/contact center environment.

• Mandatory experience supporting international telecommunications (Telco) accounts.

• Experience handling accounts such as T-Mobile, Verizon, or AT&T is highly preferred.

• Candidates with local/domestic Telco experience only will not be considered.

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

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

• Ability to manage escalations and implement action plans to improve team performance.

• Willingness to work onsite at Alphaland, Makati City, on a graveyard/shifting schedule.

Important Hiring Notes – Rehire Eligibility

Former employees of the following companies are not eligible for rehire, whether directly or through a third-party agency:

• Teleperformance (TP)

• Majorel

• PSG Global Solutions

• Aegis

Compensation and Work Conditions

• Monthly salary package: PHP 35,000–40,000.

• Work arrangement: 100% onsite.

• Work location: Alphaland, Makati City, Philippines.

• Schedule: Graveyard / Shifting.

• Open positions: 6.

Candidate Pre-Screening Questions

1. How many years of total BPO experience do you have? Please specify your telecommunications (Telco) or T-Mobile account experience.

2. How many years of supervisory or team leadership experience do you have in a BPO environment?

3. How many agents or team members have you directly managed?

4. Are you amenable to the PHP 35,000–40,000 monthly salary package, onsite work at Alphaland, Makati, and a shifting/graveyard 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?