Operations Team Manager - Financial Call Center

ALORICA TELESERVICES, INC.; Pasay; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ALORICA Teleservices, Inc. in Pasay City is seeking an experienced Operations Team Manager for our Financial Account to lead daily operations and drive team performance in a dynamic contact center environment.

You will oversee a team of customer service professionals, monitor KPIs, coach staff, ensure service delivery standards, and collaborate with learning and development to build skills while maintaining customer satisfaction and operational efficiency.

Qualifications

• 3-5 years of 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.

Responsibilities

• Lead, supervise and manage a team of customer service representatives, ensuring targets are met and high service standards.
• Monitor daily operations and KPIs such as call handling time, CSAT, FCR and adherence to schedules.
• Conduct coaching sessions, team briefings and performance reviews for development.
• Implement quality assurance processes including call monitoring and feedback.
• Handle escalated customer issues and resolve them professionally.
• Schedule and manage resources to ensure adequate staffing and productivity.
• Collaborate with learning and development to deliver relevant training.
• Communicate updates, policy changes and business objectives to the team.
• Analyze data and trends to identify improvements and corrective actions.
• Support recruitment and onboarding of new team members.

Skills

CRM systems

Workforce management

Microsoft Office

Data analysis

Quality assurance

Job description

ALORICA Teleservices, Inc. in Pasay City is seeking an experienced Operations Team Manager for our Financial Account to lead daily operations and drive team performance in a dynamic contact center environment.

You will oversee a team of customer service professionals, monitor KPIs, coach staff, ensure service delivery standards, and collaborate with learning and development to build skills while maintaining customer satisfaction and operational efficiency.