(URGENT) Team Leader – Telco Operations (T-Mobile)

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

Job Overview

We are seeking a proactive and performance-oriented Team Leader to oversee customer operations for the T-Mobile (Telo) account. This role requires an experienced BPO professional who can motivate team members, maintain operational standards, improve customer experience, and ensure business targets are achieved.

Roles and Responsibilities

• Lead and supervise a team to ensure daily operational targets are achieved.

• Track team performance, including attendance, productivity, quality, and customer satisfaction.

• Conduct team huddles, one-on-one coaching, and performance discussions.

• Support underperforming employees through structured coaching and action plans.

• Monitor service levels and ensure adherence to operational guidelines.

• Address escalations and provide timely resolutions.

• Work closely with Quality Assurance and Training teams to improve performance.

• Maintain accurate team reports and communicate operational updates to management.

• Promote employee engagement and maintain a positive team environment.

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.

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?

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