BPO Operations Leader: Performance, Coaching & Culture

Alorica Inc.; Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Alorica Inc. is seeking an Operations Leader to drive excellence in a fast-paced BPO environment. You will lead end-to-end team operations, coach on the floor, and align execution with client objectives, while upholding regulatory standards.

The role emphasizes performance management, stakeholder collaboration, and a culture of accountability. This position calls for proactive problem-solving and a strong focus on continuous improvement within a dynamic team setting.

Qualifications

• 3+ years of leadership experience in a BPO or contact center environment.
• Track record of driving performance 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 clear goals and aligning execution with business objectives.
• Champion operational excellence by ensuring compliance with internal standards and regulatory requirements.
• Maintain on-the-floor presence, coaching in real time, removing roadblocks, energizing teams.
• Analyze performance and quality metrics, delivering actionable insights and targeted coaching.
• Foster a culture of accountability, engagement, and continuous improvement.
• Cascade updates, priorities, and changes across all levels.
• Promote collaboration, ownership, and an inclusive work environment.

Skills

Leadership

Coaching

Stakeholder management

Performance management

People development

Job description

Alorica Inc. is seeking an Operations Leader to drive excellence in a fast-paced BPO environment. You will lead end-to-end team operations, coach on the floor, and align execution with client objectives, while upholding regulatory standards.

The role emphasizes performance management, stakeholder collaboration, and a culture of accountability. This position calls for proactive problem-solving and a strong focus on continuous improvement within a dynamic team setting.