Job Summary:

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:

1) Supervise and manage daily operations to ensure productivity, quality, and service-level targets are consistently met.
2) Monitor team performance against key performance indicators (KPIs), service-level agreements (SLAs), and operational goals.
3) Provide coaching, feedback, and performance management to improve employee productivity and customer experience.
4) Conduct regular team huddles, performance reviews, and coaching sessions.
5) Identify operational gaps and implement action plans to address performance issues.
6) Ensure compliance with company policies, client requirements, and established procedures.
7) Prepare and maintain accurate performance reports and operational updates.
8) Handle escalations and provide appropriate resolutions to customer or operational concerns.
9) Collaborate with Operations Managers, Quality Assurance, Training, and other support teams to improve overall performance.
10) Support employee engagement, development, attendance management, and retention initiatives.

Qualifications:

1) At least 1 year of leadership or supervisory experience in a BPO environment.
2) Telecommunications or T-Mobile account experience is preferred but not mandatory.
3) Strong leadership, coaching, and team management skills.
4) Experience monitoring KPIs, SLAs, productivity, and quality performance.
5) Willing to work onsite at TP Alphaland, Makati, on a shifting 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. What is your current or last drawn monthly salary?
6. What is your expected monthly salary?