Operations Team Leader

ALORICA TELESERVICES, INC.; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

ALORICA TELESERVICES, INC. in Quezon City, Metro Manila, seeks an experienced Operations Team Leader to drive performance in a financial services contact center. You will oversee daily operations, coach a team of customer service professionals, and ensure service delivery standards are consistently met and exceeded.

The role emphasizes monitoring KPIs, quality assurance, and data-driven improvements, with a focus on customer satisfaction and operational efficiency in a full-time on-site position.

Qualifications

• 3–5 years of supervisory or team leadership experience in a call center or customer service environment.
• Strong knowledge of financial services operations is desirable.
• Excellent communication and interpersonal skills with ability to motivate team members.
• Ability to analyze data and use insights to drive performance improvements.

Responsibilities

• Lead, supervise and manage a team of customer service representatives to meet performance targets.
• Monitor KPIs like call handling time, CSAT, FCR, and adherence to schedules.
• Conduct coaching sessions and performance reviews to support development.
• Maintain QA processes including call monitoring and feedback mechanisms.
• Handle escalated customer issues professionally and resolve them.
• Schedule and manage resources to ensure adequate staffing and productivity.
• Identify training needs and collaborate with L&D for skills development.
• Communicate updates and business objectives to the team.
• Analyze data to identify improvement opportunities and implement actions.
• Support recruitment and onboarding of new team members.

Skills

Team leadership

Call center ops

Data analysis

CRM systems

Workforce management

Microsoft Office

Quality assurance

Communication

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

About the role

Alorica Teleservices, Inc. is seeking an experienced Operations Team Leader to join our dynamic team in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our financial services contact center. As Operations Team Leader, you will oversee daily operations, manage a team of customer service professionals, and ensure that service delivery standards are consistently met and exceeded. This role is instrumental in maintaining customer satisfaction whilst optimizing operational efficiency and achieving business objectives for our Financial Account division.

Key responsibilities

• Lead, supervise and manage a team of customer service representatives, ensuring they meet performance targets and maintain high standards of customer service

• Monitor daily operations and key performance indicators (KPIs) including call handling time, customer satisfaction scores, first-call resolution rates and adherence to schedules

• Conduct regular team briefings, coaching sessions and performance reviews to support team development and engagement

• Implement and maintain quality assurance processes, including call monitoring and feedback mechanisms to drive service excellence

• Handle escalated customer issues and complaints with professionalism and resolution-focused approach

• Schedule and manage team resources effectively to ensure adequate staffing levels and optimal productivity

• Identify training needs and collaborate with learning and development teams to deliver relevant skills development programmed

• Communicate operational updates, policy changes and business objectives to the team

• Analyze operational data and trends to identify improvement opportunities and implement corrective actions

• Support recruitment and onboarding processes for new team members

About you

• 3-5 years of proven 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

• Proficiency in CRM systems, workforce management tools and Microsoft Office applications

• Strong understanding of customer service best practices and quality assurance standards

• Ability to manage multiple priorities in a fast-paced, dynamic environment

• Problem-solving mindset with a focus on practical solutions and continuous improvement

• Excellent time management and organizational skills

• Flexibility to adapt to changing business needs and operational requirements