Operations Supervisor (Telco Account)

About the role

TP is seeking a talented Australian Telco Account Operations Supervisor to join the dynamic team in TP Antipolo. This full-time role will have you overseeing a high-performing contact center team, ensuring exceptional customer service for clients.

Key responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement
• Implement effective quality assurance processes and provide feedback to drive operational excellence
• Collaborate with department heads to optimize workflows and implement new policies or procedures
• Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

About you

• Minimum of 2 years' experience in a customer service leadership or call center supervisory role
• Telecommunications industry account leadership experience
• Proven track record of leading and motivating high-performing teams to achieve ambitious targets
• Excellent communication, interpersonal and problem-solving skills
• Strong analytical and decision-making abilities, with a focus on continuous improvement
• Proficiency in English, both written and verbal
• Adaptable and comfortable working in a fast-paced, dynamic environment
• Willing to work on a shifting schedule and on site at TP Antipolo