Operations Supervisor-T-Mobile
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Job Title: Operations Supervisor-T-Mobile
Salary: 35,000, Max- 40,000
Work setup: Onsite/ GY
Location: Makati City, Philippines (Alphaland)
HC: 6
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.
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