Team Performance & People Leader

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

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.