Team Lead - Collections & Customer Experience

ALORICA TELESERVICES, INC.; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Team Leader/Supervisor in Metro Manila to oversee a call center team handling financial or collection accounts. The role emphasizes coaching, performance management, and achieving client goals.

The candidate should have at least 1 year in a supervisory role and 2 years in BPO call center operations or related training/customer service experience. The position involves leading up to 20 staff and ensuring compliance.

Qualifications

• Must demonstrate leadership and supervisory skills.
• Proficient in Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to multi-task and meet deadlines.
• Ability to identify and promote continuous improvement.
• Ability to understand and execute policies and procedures.

Responsibilities

• Hire and coach employees to achieve outstanding performance.
• Reinforce positive behaviors with rewards and recognition.
• Execute corporate, regional and local business imperatives to optimize team results.
• Encourage teamwork and develop leadership presence.
• Ensure customer satisfaction, business results and employee satisfaction with scorecard/client goals.
• Comply with regulations and policies governing operations.
• Effectively communicate expectations to all team members.
• Lead a team of up to 20 employees.
• Provide supervision to direct and indirect reports for floor coverage.
• Monitor daily calls to provide feedback and coaching.
• Demonstrate company core values and culture.
• Support Quality Management initiatives and programs.

Skills

Leadership

Oral communication

Written communication

Analytical skills

Multi-tasking

Policy understanding

Tools

Microsoft Office

Job description

ALORICA TELESERVICES, INC. is seeking a Team Leader/Supervisor in Metro Manila to oversee a call center team handling financial or collection accounts. The role emphasizes coaching, performance management, and achieving client goals.

The candidate should have at least 1 year in a supervisory role and 2 years in BPO call center operations or related training/customer service experience. The position involves leading up to 20 staff and ensuring compliance.