Team Manager - 3HC - ORC - 241997

Alorica Inc.; Makati; On-site; PHP 400,000 - 560,000; Full time

Job summary

Alorica Inc. in Makati, Philippines, is seeking a Brand Representative who is always willing to help and find sound solutions for customers, with a focus on coaching and people leadership.

You will lead and manage a team of 15–20, identify key behaviors, coach performance, supervise direct and indirect reports for optimal coverage, and handle additional duties as assigned. BFSI experience and proficiency with call center tools like Power BI, Verint, and Genesys are highly preferred.

Qualifications

• High School Diploma or equivalent
• Minimum 1 year BFSI sector experience
• At least 2 years of supervisory experience
• Proficient in call center management tools (Power BI, Verint, Genesys)

Responsibilities

• Identify key behaviors, and provide coaching to develop high-performing employees.
• Lead and manage a team of approximately 15 to 20 members.
• Supervise both direct and indirect reports to ensure adequate coverage and operational efficiency.
• Perform additional duties as assigned by management.

Skills

Leadership & coaching

Customer service excellence

KPI interpretation

Conflict resolution

Education

High School Diploma

Tools

Power BI

Verint

Genesys

Job description

JOB SUMMARY:

To become a Brand representative who is always willing to help and find sounding solutions for customers.

MAIN RESPONSIBILITIES:

• Identify key behaviors, and provide coaching to develop high-performing employees.
• Lead and manage a team of approximately 15 to 20 members.
• Supervise both direct and indirect reports to ensure adequate coverage and operational efficiency.
• Perform additional duties as assigned by management.

HIGHLY PREFERRED EDUCATIONAL QUALIFICATIONS:

• High School Diploma or Equivalent experience

HIGHLY PREFERRED PROFESSIONAL EXPERIENCE / QUALIFICATIONS:

• Minimum of 1 year of experience in the BFSI (Banking, Financial Services, and Insurance) sector.
• At least 2 years of supervisory experience.
• Proficient in call center management tools. (Example: Power BI, Verint, Genesys, etc.)
• Experience handling deposit accounts and high-yield savings accounts for Voice Line of business.
• Ability to interpret KPIs and drive performance improvements.
• Strong conflict resolution and coaching capabilities.
• Proficiency in root cause analysis for performance gaps.
• Flexibility to adapt to change and uncertainty.

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.