Job Summary

We are seeking results-driven and experienced Operations Supervisors to lead and manage teams supporting the T-Mobile (Telo) account.

The successful candidates will oversee daily operations, drive team productivity, monitor performance, and ensure consistent delivery of quality customer service. They will also be responsible for coaching and developing team members, addressing operational challenges, and ensuring compliance with company policies and client expectations.

Key Responsibilities

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

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

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

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

• Identify performance gaps and implement effective action plans to address operational challenges.

• Ensure adherence to company policies, client requirements, and established operational procedures.

• Prepare and maintain accurate performance reports, operational records, and management updates.

• Handle escalations and facilitate timely resolutions to customer and operational concerns.

• Collaborate with Operations Managers, Quality Assurance, Training, and other support teams to drive continuous improvement.

• Support employee engagement, development, attendance management, and retention initiatives.

Qualifications and Experience

• At least one (1) year of leadership or supervisory experience in a Business Process Outsourcing (BPO) environment.

• Strong leadership, coaching, communication, and team management skills.

• College graduate

• Demonstrated experience monitoring KPIs, SLAs, productivity, and quality performance.

• Ability to identify operational challenges, implement solutions, and drive team performance.

Preferred Qualifications

• Previous experience supporting telecommunications accounts.

• Prior experience working with the T-Mobile account is an advantage but is not mandatory.

Work Requirements

• Willingness to work on-site at Alphaland, Makati.

• Flexibility to work on a shifting schedule.

Apply through attached link