Team Leader | Financial Account

ALORICA TELESERVICES, INC.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

ALORICA Teleservices, Inc. in Davao City seeks an experienced Operations Team Manager for our Financial Account to lead daily operations and a customer service team in a fast-paced contact center.

You will monitor KPIs, coach staff, ensure service standards, and implement quality processes to improve performance while aligning with business objectives in the financial services sector.

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 they meet performance targets and high service standards.
• Monitor daily operations and KPIs such as call handling time, customer satisfaction, first-call resolution and adherence to schedules.
• Conduct regular coaching sessions, performance reviews and team briefings to support development and engagement.
• Implement and maintain quality assurance processes including call monitoring and feedback mechanisms.
• Handle escalated customer issues and complaints with professionalism and resolution-focused approach.
• Schedule and manage team resources to ensure adequate staffing and productivity.

Skills

Supervisory leadership

Team coaching

Performance management

Data-driven decision making

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

About the role

Alorica Teleservices, Inc. is seeking an experienced Operations Team Manager for our Financial Account to join our dynamic team in Davao City, Davao. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our financial services contact center. As Operations Team Manager, you will oversee daily operations, manage a team of customer service professionals, and ensure that service delivery standards are consistently met and exceeded. This role is instrumental in maintaining customer satisfaction whilst optimizing operational efficiency and achieving business objectives for our Financial Account division.

Key responsibilities

1. Lead, supervise and manage a team of customer service representatives, ensuring they meet performance targets and maintain high standards of customer service

2. Monitor daily operations and key performance indicators (KPIs) including call handling time, customer satisfaction scores, first-call resolution rates and adherence to schedules

3. Conduct regular team briefings, coaching sessions and performance reviews to support team development and engagement

4. Implement and maintain quality assurance processes, including call monitoring and feedback mechanisms to drive service excellence

5. Handle escalated customer issues and complaints with professionalism and resolution-focused approach

6. Schedule and manage team resources effectively to ensure adequate staffing levels and optimal productivity

7. Identify training needs and collaborate with learning and development teams to deliver relevant skills development programmed

8. Communicate operational updates, policy changes and business objectives to the team

9. Analyze operational data and trends to identify improvement opportunities and implement corrective actions

10. Support recruitment and onboarding processes for new team members

11. Maintain compliance with company policies, regulatory requirements and industry standards within the financial services sector

What we're looking for

1. 3-5 years of proven supervisory or team leadership experience in a call center or customer service environment

2. Strong knowledge of financial services operations, products and processes is highly desirable

3. Excellent communication and interpersonal skills with the ability to motivate and inspire team members

4. Demonstrated ability to analyze data and utilize insights to drive performance improvements

5. Proficiency in CRM systems, workforce management tools and Microsoft Office applications

6. Strong understanding of customer service best practices and quality assurance standards

7. Ability to manage multiple priorities in a fast-paced, dynamic environment

8. Problem-solving mindset with a focus on practical solutions and continuous improvement

9. Excellent time management and organizational skills

10. Flexibility to adapt to changing business needs and operational requirements

11. Strong ethical standards and integrity in all professional dealings