Team Manager - 1HC - ORC - 235456 - ICT 1 FTE

Alorica Inc.; Manila; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Alorica Inc. in Metro Manila seeks a proactive Team Manager to mentor and lead a group of 12–15+ agents, driving high performance and adherence to SOPs. You will model ownership, deliver effective coaching, and collaborate with client teams to meet service levels and client expectations.

The role requires strong communication, analytical thinking, and the ability to manage schedules, attendance, and performance metrics while maintaining a positive work environment.

Qualifications

• High School Diploma or equivalent experience is required.
• Analytical thinker and problem solver.
• Attention to detail and quality-oriented.
• Excellent listening and interpersonal skills.
• Adaptive to change and positive attitude.
• Excellent oral and written communication skills.

Responsibilities

• Provide regular supervision and mentorship over subordinate staff.
• Ensure regular communication on performance, goals and coaching.
• Conduct daily coaching and development sessions.
• Participate in client calibration sessions and project planning.
• Identify and address agent training needs.
• Manage timekeeping and timecard accuracy.
• Oversee program performance metrics (AHT, Quality, Sales).
• Monitor attrition and attendance impacts on program goals.
• Staff to align with workflow needs (down/up staffing).
• Prepare weekly Team Manager Scorecard for Operations Manager.
• Reinforce positive behaviors through rewards and recognition.
• Deliver customer satisfaction, business results and employee engagement.

Skills

Motivated in service environment

Analytical thinker

Attention to detail

Excellent listening skills

Interpersonal skills

Adaptive to change

Oral and written communication

Multi-tasking

PC proficiency

Education

High School Diploma or Equivalent

Job description

JOB SUMMARY:

Responsible for interviewing new hires, training, retaining and developing their respective team members. Responsible to lead the effective and profitable results for their team. Administers company policies, best practices and standard operating procedures to facilitate performance that exceeds client expectations. Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. Active role model demonstrating pride and ownership as a leader of the organization. Generally, exercises supervision over 12 to 15+ subordinate personnel.

MAIN RESPONSIBILITIES:

• Provides regular supervision and mentorship over subordinate staff.


• Ensures regular and effective communication with subordinate staff on performance, goals and coaching.


• Facilitates daily agent coaching, guidance, management and development sessions in both written and verbal format to improve performance of subordinate staff.


• Participates in client related activities to include client calibration sessions and project planning.


• Identifies and addresses agent training needs.


• Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.


• Manages program specific performant standards (i.e., AHT, Quality Scores, Sales, etc.).


• Manages financial implications of attrition and attendance by maintaining program-specific goals.


• Manages staffing in accordance with program-specific workflow (i.e., down-staffing, up-staffing).


• Completes weekly Team Manager Scorecard for review with Operations Manager.


• Identifies and reinforces positive behaviors through formal and informal reward and recognition.


• Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of Scorecard and client goals.


• Provides supervision to both direct and indirect reports to ensure proper floor coverage and maintains a positive leadership presence: \"Manage by Walking Around\".

HIGHLY PREFERRED EDUCATIONAL QUALIFICATIONS:

• High School Diploma or Equivalent experience

HIGHLY PREFERRED PROFESSIONAL EXPERIENCE / QUALIFICATIONS:

• Ability to remain highly motivated in a service environment


• Analytical thinker and problem solver


• PC proficiency


• Attention to detail and quality-oriented


• Highly energetic with motivation to assist Customers and other team members


• Active listening skills


• Multi-task oriented


• Excellent listening and interpersonal skills


• Confident and positive attitude


• Adaptive to change


• Excellent oral and written communication skills

Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.