Financial Account Operations Leader

ALORICA TELESERVICES, INC.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

ALORICA Teleservices, Inc. in Davao City seeks an experienced Operations Team Manager for our Financial Account to lead daily operations and a customer service team in a fast-paced contact center.

You will monitor KPIs, coach staff, ensure service standards, and implement quality processes to improve performance while aligning with business objectives in the financial services sector.

Qualifications

• 3-5 years of 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.

Responsibilities

• Lead, supervise and manage a team of customer service representatives, ensuring they meet performance targets and high service standards.
• Monitor daily operations and KPIs such as call handling time, customer satisfaction, first-call resolution and adherence to schedules.
• Conduct regular coaching sessions, performance reviews and team briefings to support development and engagement.
• Implement and maintain quality assurance processes including call monitoring and feedback mechanisms.
• Handle escalated customer issues and complaints with professionalism and resolution-focused approach.
• Schedule and manage team resources to ensure adequate staffing and productivity.

Skills

Supervisory leadership

Team coaching

Performance management

Data-driven decision making

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

ALORICA Teleservices, Inc. in Davao City seeks an experienced Operations Team Manager for our Financial Account to lead daily operations and a customer service team in a fast-paced contact center.

You will monitor KPIs, coach staff, ensure service standards, and implement quality processes to improve performance while aligning with business objectives in the financial services sector.