Senior Collections Operations Lead

Alorica; Makati; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Alorica Teleservices, Inc. in Makati City, Metro Manila, is seeking an experienced Senior Operations Manager for our Collection Account to join a dynamic team in a full-time role.

This position drives operational excellence, delivers exceptional customer service, and leads a team of professionals. You will oversee contact centre operations, lead team leaders, supervisors and agents, and implement strategies to improve efficiency and customer satisfaction while ensuring compliance with policies

Qualifications

• Minimum 5 years of experience in a senior operations or contact centre management role.
• Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment.
• Strong problem-solving and decision-making skills.
• Familiarity with contact centre operations including workforce management and QA processes.
• Ability to analyse data and translate insights into improvements.
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Oversee day-to-day operations of the contact centre, including workforce planning and performance management.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction.
• Lead and coach team leaders, supervisors, and agents; provide training and support.

Skills

Leadership

People management

Workforce planning

Data analysis

Performance management

Customer service

Strategic thinking

Job description

Alorica Teleservices, Inc. in Makati City, Metro Manila, is seeking an experienced Senior Operations Manager for our Collection Account to join a dynamic team in a full-time role.

This position drives operational excellence, delivers exceptional customer service, and leads a team of professionals. You will oversee contact centre operations, lead team leaders, supervisors and agents, and implement strategies to improve efficiency and customer satisfaction while ensuring compliance with policies