(URGENT)  Senior Operations Lead – T-Mobile Support

Location: TP Alphaland, Makati City, Philippines
Work Setup: 100% Onsite
Shift: Graveyard / Rotational Shifting
Salary: ₱35,000–₱45,000 per month
Headcount: 6
Employment Type: Full-time

Position Summary

An exciting opportunity is available for experienced BPO team leaders to join the T-Mobile (Telo) account as Senior Team Supervisors. The role focuses on managing frontline operations, developing team performance, ensuring compliance, and delivering consistent customer service results.

Key Duties

• Oversee frontline teams and ensure smooth day-to-day operations.

• Drive achievement of KPIs, SLAs, productivity, and quality objectives.

• Review performance dashboards and identify areas requiring improvement.

• Provide continuous coaching, mentoring, and performance feedback.

• Conduct regular team meetings and individual performance evaluations.

• Manage attendance, employee engagement, and performance-related concerns.

• Resolve escalated issues and coordinate with relevant support departments.

• Implement process improvements to enhance operational efficiency.

• Ensure compliance with client requirements and internal policies.

• Submit accurate operational reports and updates to management.

Qualification

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 Alphaland, Makati City, on a shifting/graveyard schedule.

Pre-Screening Notes – Operations Supervisor (T-Mobile/Telo)

1. How many years of BPO experience do you have? Please specify if you have telecommunications (Telco) or T-Mobile account experience.
2. How many years of leadership or supervisory experience do you have in a BPO environment?
3. How many agents or team members have you directly handled?
4. Are you amenable to the ₱35,000–₱45,000 monthly salary package, on-site work at TP Alphaland, Makati, and a shifting 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?