Operations Team Leader

ALORICA TELESERVICES, INC.; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive compensation

Career progression

Professional development

Recognition and rewards

Wellbeing support

Work-life balance

Job summary

ALORICA TELESERVICES, INC. in Cebu City is seeking an experienced Operations Team Leader to manage and develop a team of customer service professionals, ensuring delivery of exceptional client service. You will drive operational excellence, coach staff, monitor metrics, and deliver accurate reports to management.

The role focuses on coaching, performance management and a customer-centric culture within a busy call centre environment.

Qualifications

• Proven supervisory or team leader experience in a call centre or customer service environment.
• Strong leadership and people management skills with the ability to motivate and develop team members.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to analyse performance data and metrics to drive operational improvements.
• Problem-solving skills and the ability to handle escalated issues with professionalism.

Responsibilities

• Supervise and manage a team of customer service representatives to meet performance metrics and SLAs.
• Provide coaching, training and mentoring to enhance team members' skills and career development.
• Monitor productivity, call quality and customer satisfaction; implement corrective actions as needed.
• Conduct regular one-to-one meetings to discuss performance and progress.
• Create a positive team environment that promotes engagement and motivation.
• Prepare and present reports on team performance, attendance and adherence to management.
• Escalate and resolve complex customer issues in a timely and professional manner.
• Participate in recruitment and onboarding of new team members.

Skills

Team leadership

Coaching & development

Performance management

Customer service excellence

Communication skills

Job description

About the role

We are seeking an experienced Operations Team Leader to join ALORICA TELESERVICES, INC. in Cebu City, Cebu. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our call centre environment. As an Operations Team Leader, you will be responsible for leading, motivating and developing a team of customer service professionals whilst ensuring that we consistently deliver exceptional service to our clients. This role is integral to achieving our operational targets and maintaining the high standards that define our company.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance metrics and service level agreements
• Provide coaching, training and mentoring to team members to enhance their skills and professional development
• Monitor team productivity, call quality and customer satisfaction levels, implementing corrective actions where necessary
• Conduct regular one-to-one meetings with team members to discuss performance, progress and career development opportunities
• Create and maintain a positive, collaborative team environment that promotes engagement and motivation
• Prepare and present accurate reports on team performance, attendance and adherence to management
• Escalate and resolve complex customer issues and complaints in a timely and professional manner
• Participate in the recruitment and onboarding process for new team members
• Ensure compliance with company policies, procedures and quality standards across the team
• Identify coaching opportunities and deliver feedback to support continuous improvement

About you

• Proven supervisory or team leader experience in a call centre or customer service environment
• Strong leadership and people management skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, both written and verbal
• Demonstrated ability to analyse performance data and metrics to drive operational improvements
• Problem-solving skills and the ability to handle escalated issues with professionalism and composure
• Knowledge of customer service best practices and quality assurance standards
• Proficiency in relevant computer systems and software platforms commonly used in call centre operations
• Ability to work in a fast‑paced environment and manage multiple priorities effectively
• Strong organisational skills and attention to detail
• A commitment to maintaining professional standards and ethical conduct

About us

ALORICA TELESERVICES, INC. is a leading global provider of customer service solutions and business process outsourcing services. We specialise in delivering exceptional customer experiences across multiple channels and industries. With a strong commitment to quality, innovation and employee development, we have established ourselves as a trusted partner for businesses seeking reliable and professional customer service support. Our team comprises dedicated professionals who are passionate about delivering outstanding results and creating positive experiences for our clients and their customers. We are proud of our collaborative culture and our commitment to supporting the growth and development of our workforce.

Benefits

• Competitive compensation packages
• Opportunities for career advancement within our organisation
• Access to professional development and training programmes
• Recognition and rewards for contributions
• Supportive environment where employees feel valued and appreciated
• Support for wellbeing and healthy work‑life balance