Job Title: Operations Supervisor – T-Mobile

Work Setup: Onsite / Graveyard (GY)

Location: Makati City, Philippines (Alphaland)

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

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