Senior Collections Operations Leader

ALORICA TELESERVICES, INC.

Makati

On-site

PHP 1,200,000 - 1,800,000

Full time

2 days ago

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Job summary

Alorica Teleservices, Inc. in Makati City, Metro Manila, is seeking an experienced Senior Operations Manager for our Collection Account to oversee day-to-day contact centre operations and drive service excellence.

You will lead team leaders, supervisors, and agents; develop strategies to improve productivity and customer satisfaction; ensure compliance and collaborate with QA and Training. This is a full-time, on-site role in a fast-paced, customer-centric environment offering opportunities for

Qualifications

Minimum 5 years of senior operations or contact centre management experience.
Proven track record of leading high-performing teams in fast-paced, customer-focused environments.
Strong problem-solving, decision-making, and conflict-resolution skills.
Solid understanding of contact centre operations, including workforce management and QA.
Proficient in data analysis and reporting to drive continuous improvement.

Responsibilities

Oversee day-to-day contact centre operations, including workforce planning and resource allocation.
Develop and implement strategies to improve efficiency, productivity, and customer satisfaction.
Lead and coach team leaders, supervisors, and agents.
Collaborate with QA and Training to ensure consistent service delivery.
Monitor KPIs, identify improvements, and implement corrective actions.
Ensure compliance with policies, procedures, and industry regulations.
Foster a positive, engaged work environment promoting development.