Senior Call Center Operations Lead

Alorica; Philippines; On-site; PHP 614,000 - 670,000; Full time

Job summary

Alorica in the Philippines is seeking an experienced Operations Leader to manage client programs and front line supervisors who oversee call center agents delivering client services. You will drive KPI performance and cost-effective operations while coaching teams to meet and exceed targets.

You will coordinate with Directors and HR to recruit, engage and develop staff, ensure staffing aligns with client demands, and implement action plans to continuously improve outcomes across multiple centers.

Qualifications

• Experience managing call center operations and teams.
• Ability to develop and monitor KPIs and forecasts.
• Strong coaching and feedback skills.

Responsibilities

• Manage Team Managers to ensure productivity, quality and customer satisfaction.
• Communicate client and company goals and metrics with team members to deliver high levels of service.
• Coach and develop direct reports with regular performance reviews and feedback.
• Review operational reports and implement action plans to address deficiencies.
• Lead regular team meetings to review performance and guide future results.
• Provide feedback to Directors on operational performance and escalate issues as needed.
• Collaborate with HR to execute recruiting and employee engagement programs.
• Ensure staffing aligns with client requirements and cost efficiency.
• Drive operational effectiveness and ensure adherence to policies and regulations.

Skills

Call center ops

Team motivation

Process analysis

Stakeholder comms

Multitasking

Confidentiality

Interpersonal skills

MS Office

Financial forecasting

Communication

Education

Senior High Grad / 1st year college

Tools

MS Office

Job description

Alorica in the Philippines is seeking an experienced Operations Leader to manage client programs and front line supervisors who oversee call center agents delivering client services. You will drive KPI performance and cost-effective operations while coaching teams to meet and exceed targets.

You will coordinate with Directors and HR to recruit, engage and develop staff, ensure staffing aligns with client demands, and implement action plans to continuously improve outcomes across multiple centers.