Operations Team Leader
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About the role
Alorica Teleservices, Inc. is seeking an experienced Operations Team Leader to join our dynamic team in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our financial services contact center. As Operations Team Leader, you will oversee daily operations, manage a team of customer service professionals, and ensure that service delivery standards are consistently met and exceeded. This role is instrumental in maintaining customer satisfaction whilst optimizing operational efficiency and achieving business objectives for our Financial Account division.
Key responsibilities
Lead, supervise and manage a team of customer service representatives, ensuring they meet performance targets and maintain high standards of customer service
Monitor daily operations and key performance indicators (KPIs) including call handling time, customer satisfaction scores, first-call resolution rates and adherence to schedules
Conduct regular team briefings, coaching sessions and performance reviews to support team development and engagement
Implement and maintain quality assurance processes, including call monitoring and feedback mechanisms to drive service excellence
Handle escalated customer issues and complaints with professionalism and resolution-focused approach
Schedule and manage team resources effectively to ensure adequate staffing levels and optimal productivity
Identify training needs and collaborate with learning and development teams to deliver relevant skills development programmed
Communicate operational updates, policy changes and business objectives to the team
Analyze operational data and trends to identify improvement opportunities and implement corrective actions
Support recruitment and onboarding processes for new team members
About you
3-5 years of proven supervisory or team leadership experience in a call center or customer service environment
Strong knowledge of financial services operations, products and processes is highly desirable
Excellent communication and interpersonal skills with the ability to motivate and inspire team members
Demonstrated ability to analyze data and utilize insights to drive performance improvements
Proficiency in CRM systems, workforce management tools and Microsoft Office applications
Strong understanding of customer service best practices and quality assurance standards
Ability to manage multiple priorities in a fast-paced, dynamic environment
Problem-solving mindset with a focus on practical solutions and continuous improvement
Excellent time management and organizational skills
Flexibility to adapt to changing business needs and operational requirements
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