Brand Call Center Team Lead – Coaching & KPI Improvement

Alorica Inc.; Makati; Sur place; PHP 400 000 - 560 000; Plein temps

Résumé du poste

Alorica Inc. in Makati, Philippines, is seeking a Brand Representative who is always willing to help and find sound solutions for customers, with a focus on coaching and people leadership.

You will lead and manage a team of 15–20, identify key behaviors, coach performance, supervise direct and indirect reports for optimal coverage, and handle additional duties as assigned. BFSI experience and proficiency with call center tools like Power BI, Verint, and Genesys are highly preferred.

Qualifications

• High School Diploma or equivalent
• Minimum 1 year BFSI sector experience
• At least 2 years of supervisory experience
• Proficient in call center management tools (Power BI, Verint, Genesys)

Responsabilités

• Identify key behaviors, and provide coaching to develop high-performing employees.
• Lead and manage a team of approximately 15 to 20 members.
• Supervise both direct and indirect reports to ensure adequate coverage and operational efficiency.
• Perform additional duties as assigned by management.

Connaissances

Leadership & coaching

Customer service excellence

KPI interpretation

Conflict resolution

Formation

High School Diploma

Outils

Power BI

Verint

Genesys

Description du poste

Alorica Inc. in Makati, Philippines, is seeking a Brand Representative who is always willing to help and find sound solutions for customers, with a focus on coaching and people leadership.

You will lead and manage a team of 15–20, identify key behaviors, coach performance, supervise direct and indirect reports for optimal coverage, and handle additional duties as assigned. BFSI experience and proficiency with call center tools like Power BI, Verint, and Genesys are highly preferred.