(URGENT) Operations Supervisor – T-Mobile

(URGENT) Operations Supervisor – T-Mobile Account

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 Summary

We are hiring experienced Operations Supervisors to lead teams supporting the T-Mobile (Telo) account. The ideal candidates will have strong BPO leadership experience, excellent performance management skills, and the ability to drive operational efficiency, customer satisfaction, and service delivery.

Key Responsibilities

• Manage daily team operations to achieve productivity, quality, and SLA targets.

• Monitor KPIs, attendance, service levels, and individual team performance.

• Conduct regular coaching, feedback sessions, and performance reviews.

• Identify performance gaps and implement improvement plans.

• Handle escalated operational and customer-related concerns.

• Ensure compliance with client policies, procedures, and business standards.

• Prepare daily, weekly, and monthly performance reports.

• Coordinate with Quality, Training, and Operations teams.

• Drive employee engagement, retention, and team development.

Qualifications

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

• Previous experience handling a team of customer service representatives.

• Telco or T-Mobile account experience is an advantage.

• Knowledge of KPIs, SLAs, quality metrics, and productivity management.

• Strong communication, coaching, and problem-solving skills.

• Willing to work onsite at Alphaland, Makati, on a shifting schedule.

Important Eligibility Requirement

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