Operations Manager

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

Are you a people-first leader who thrives in fast-paced, performance-driven environments? We’re looking for a dynamic Operations Leader to drive excellence, inspire teams, and elevate customer experience within a high-growth BPO setting.

This is an opportunity to step into a high-impact role where your leadership directly shapes performance, culture, and client success.

What You’ll Do

• Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention

• Drive performance by setting clear goals and aligning execution with business and client objectives

• Champion operational excellence by ensuring compliance with internal standards and regulatory requirements

• Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams

• Analyze performance and quality metrics, delivering actionable insights and targeted coaching

• Foster a culture of accountability, engagement, and continuous improvement

• Effectively cascade updates, priorities, and changes across all levels

• Act as a role model promoting collaboration, ownership, and an inclusive work environment

What We’re Looking For

• At least 3 years of leadership experience in a BPO or contact center environment

• Proven track record in managing performance within a metrics-driven operation

• Strong coaching, communication, and stakeholder management skills

• Ability to balance business results with people development and engagement

• A proactive, solutions-oriented mindset with a passion for continuous improvement

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.