Team Manager

About the role

We are seeking an experienced Operations Team Leader to join ALORICA. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our call center environment. As an Operations Team Leader, you will be responsible for leading, motivating and developing a team of customer service professionals whilst ensuring that we consistently deliver exceptional service to our clients. This role is integral to achieving our operational targets and maintaining the high standards that define our company.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance metrics and service level agreements

• Provide coaching, training and mentoring to team members to enhance their skills and professional development

• Monitor team productivity, call quality and customer satisfaction levels, implementing corrective actions where necessary

• Conduct regular one-to-one meetings with team members to discuss performance, progress and career development opportunities

• Create and maintain a positive, collaborative team environment that promotes engagement and motivation

• Prepare and present accurate reports on team performance, attendance and adherence to management

• Escalate and resolve complex customer issues and complaints in a timely and professional manner

• Participate in the recruitment and onboarding process for new team members

• Ensure compliance with company policies, procedures and quality standards across the team

• Identify coaching opportunities and deliver feedback to support continuous improvement

What we're looking for

• Proven supervisory or team leader experience in a call center or customer service environment

• Strong leadership and people management skills with the ability to motivate and develop team members

• Excellent communication and interpersonal skills, both written and verbal

• Demonstrated ability to analyze performance data and metrics to drive operational improvements

• Problem-solving skills and the ability to handle escalated issues with professionalism and composure

• Knowledge of customer service best practices and quality assurance standards

• Proficiency in relevant computer systems and software platforms commonly used in call center operations

• Ability to work in a fast-paced environment and manage multiple priorities effectively

• Strong organizational skills and attention to detail

• A commitment to maintaining professional standards and ethical conduct

• Preferred: Experience with workforce management tools and performance reporting software

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.