Operation Supervisor | Alorica Makati | Collection Campaign

ALORICA TELESERVICES, INC.; Makati; On-site; PHP 502,000 - 670,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Team Leader/Supervisor for its financial or collections account teams in a Philippine call center.

The role focuses on hiring, coaching, and driving performance to achieve client scorecards while maintaining high customer satisfaction and employee engagement. The ideal candidate has at least 2 years of BPO call center experience, with proven leadership, process improvement acumen, and strong communication skills.

Qualifications

• Experience at supervisory level leading a team in financial or collections accounts.
• Minimum 2 years in BPO call center operations or related customer service/training roles.
• Strong leadership, communication and analytical skills.

Responsibilities

• Hire and coach team members to deliver outstanding performance.
• Reinforce positive behaviors through rewards and recognition.
• Execute business imperatives to optimize team results.
• Foster teamwork and collaboration.
• Ensure customer satisfaction, business results, and employee engagement to meet goals.
• Provide supervision to direct and indirect reports and maintain leadership presence on the floor.
• Daily call monitoring with feedback and coaching per quality standards.
• Demonstrate company values and culture.
• Support Quality Management programs and initiatives.
• Complete Team Leader Certification and apply competencies in interactions.

Skills

Team leadership

Financial/collections experience

BPO call center experience

Customer service

Training experience

Microsoft Office

Tools

Microsoft Office

Job description

Required Qualifications

• At least 1 year of experience and currently handling Financial or Collection Account as a Team Leader/ Supervisor

• With a minimum of 2 years of experience in BPO call center operations, and/or with prior experience in customer service, or training experience in a service industry

Responsibilities

• Hire the right people, effectively set expectations, identify behaviors and coach employees to be outstanding performers.

• Identify and reinforce positive behaviors through formal and informal reward and recognition.

• Execute corporate, regional and local business imperatives to optimize team results.

• Encourage and develop teamwork among others and themselves.

• Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of scorecard and client goals.

• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage by Walking Around.”

• Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.

• Demonstrate company core values and culture.

• Participate in, and support, the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.

• Complete the Customer Services Team Leader Certification Program and incorporate these competencies into all interactions with co-workers, clients, and community contacts.

• Supports the Quality Management Committee in the implementation and monitoring of respective quality programs, improvements and projects.

Knowledge, Skills, Abilities & Other Characteristics

• Must be able to demonstrate leadership, oral, written, presentation and analytical skills at the supervisory level.

• Proficient personal computer skills including Microsoft Office.

• Excellent interpersonal, written, and oral communication skills.

• Ability to multi-task and meet critical deadlines.

• Ability to identify and promote continuous improvement.

• Ability to understand and execute policies and procedures.

Employer questions

Your application will include the following questions:

• What's your expected monthly basic salary?

• Do you have collections experience?