Operations Lead — Financial Collections & Coaching

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

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.