BPO Operations Leader: People-First Performance Coach

Alorica Inc.; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Alorica Inc. in Cebu City is seeking an Operations Leader who thrives in a fast-paced, metrics-driven BPO environment. You will lead and inspire teams, drive performance, and elevate the customer experience.

This role blends people development with operational excellence, including workforce planning, coaching, and ensuring regulatory compliance, while fostering an inclusive, collaborative culture.

Qualifications

• 3+ years of leadership in a BPO or contact center
• Proven track record in performance management in a metrics-driven operation
• Strong coaching, communication, and stakeholder management skills
• Ability to balance business results with people development and engagement
• Proactive, solutions-oriented mindset with a passion for continuous improvement

Responsibilities

• Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
• Drive performance by setting goals aligned with business and client objectives
• Champion operational excellence with compliance to internal standards and regulatory requirements
• Provide real-time coaching on the floor, remove roadblocks, energize teams
• Analyze performance and quality metrics to deliver actionable insights and coaching
• Foster accountability, engagement, and continuous improvement

Skills

Leadership

Coaching

Stakeholder management

People development

Communication

Performance management

Job description

Alorica Inc. in Cebu City is seeking an Operations Leader who thrives in a fast-paced, metrics-driven BPO environment. You will lead and inspire teams, drive performance, and elevate the customer experience.

This role blends people development with operational excellence, including workforce planning, coaching, and ensuring regulatory compliance, while fostering an inclusive, collaborative culture.