GET TO KNOW ALORICA
Passion starts from within, and we’re all about crafting a great space for our colleagues.
Join Alorica in our new adventure, building a team to support our partner.
As a Senior Team Manager at Alorica, you will lead multiple teams of Customer Support Representatives through direct leadership of Team Leaders and/or senior agents. You will drive operational excellence, performance strategy, and employee engagement while ensuring exceptional client satisfaction and service delivery.
You will play a key role in aligning site operations with global objectives, fostering a high-performance culture, and contributing to continuous improvement initiatives across the program.
Key Responsibilities
- Lead and develop Team Leaders and their respective Customer Support teams
- Drive performance management across KPIs including quality, productivity, SLA, CSAT, and compliance
- Partner closely with the Operations Manager to execute strategic initiatives and achieve business goals
- Analyze operational data to identify trends, risks, and improvement opportunities
- Develop and implement action plans to close performance gaps
- Ensure consistent, accurate, and timely communication across internal stakeholders and client partners
- Lead regular business reviews and operational meetings
- Oversee reporting to senior leadership (Site Director, Global Operations, Client stakeholders)
- Support workforce planning, forecasting, and resource allocation
- Champion employee engagement, retention, and talent development initiatives
- Participate in recruitment, onboarding, and succession planning for leadership roles
- Ensure full compliance with company policies, client requirements, and regulatory standards
- Promote a culture of accountability, collaboration, and continuous improvement
Key Requirements
- Fluency in English (B2 - C1)
- Proven working experience as Team Leader in BPO environment (minimum of 2 years)
- Availability to work from our office in Sheikh Zayed
- Excellent organization and leadership skills
- Strong knowledge of MS Office (Word, Excel)
- Positive and open-minded attitude
- Eager to learn, self-motivated and goal oriented
- Logical problem-solving skills and ability to multi-task
- Proven oral and written communication skills
- Must have a keen sense of attention to detail, taking the initiative.
- Possess a high level of Professionalism
- Ability to understand and empathize issues
- Quicker learner and adaptable to learn new processes, concepts, and skills
