Role Description:

We are looking for results-driven Operations Supervisors to lead and manage a team supporting the T-Mobile (Telo) account. The successful candidates will oversee daily operations, monitor team performance, ensure service quality, and drive productivity while maintaining compliance with company policies and client requirements.

Key Responsibilities

• Supervise and manage daily operations to ensure productivity, quality, and service-level targets are consistently met.
• Monitor team performance against key performance indicators (KPIs), service-level agreements (SLAs), and operational goals.
• Provide coaching, feedback, and performance management to improve employee productivity and customer experience.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Identify operational gaps and implement action plans to address performance issues.
• Ensure compliance with company policies, client requirements, and established procedures.
• Prepare and maintain accurate performance reports and operational updates.
• Handle escalations and provide appropriate resolutions to customer or operational concerns.
• 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

• At least 1 year of supervisory or team leadership experience in a BPO environment, preferably handling international Telco accounts such as T-Mobile, Verizon, or AT&T.
• Candidates must have experience supporting international Telco accounts. Those with local/domestic Telco experience only will not be considered.
• Strong knowledge of KPI/SLA management, productivity monitoring, quality assurance, and team performance.
• Excellent coaching, communication, problem-solving, and people management skills.
• Ability to handle escalations and implement action plans to improve team performance.
• Willing to work onsite at TP Alpha land, Makati City, on a shifting/graveyard schedu