Team Manager

About the role

Alorica Teleservices, Inc. is seeking an experienced Operations Team Manager for our Financial Account to lead and manage a dynamic team in our Cubao, Quezon City site . This is a full-time position that offers the opportunity to make a significant impact on our operations and customer service excellence. As Operations Team Manager, you will be responsible for overseeing day-to-day team operations, ensuring service level agreements are met, and driving continuous improvement across your team. This role is critical to maintaining the highest standards of customer service within our financial services division.

Key responsibilities

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• Lead, supervise, and motivate a team of customer service representatives to achieve performance targets and maintain service quality standards
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• Monitor adherence to key performance indicators (KPIs) including call handling time, customer satisfaction scores, and first-call resolution rates
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• Conduct regular coaching, training, and performance reviews with team members to support their development and professional growth
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• Manage attendance, scheduling, and workforce planning to ensure optimal team coverage and resource allocation
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• Investigate and resolve customer complaints and escalated issues in a timely and professional manner
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• Identify process improvements and implement strategies to enhance operational efficiency and customer experience
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• Maintain accurate documentation and reporting of team metrics, performance data, and activity logs
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• Collaborate with other departments and management to support business objectives and strategic initiatives
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• Ensure compliance with company policies, procedures, and regulatory requirements specific to the financial services industry
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• Participate in recruitment, onboarding, and training of new team members
• What we're looking for
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• 3-5 years of supervisory or team leadership experience in a call center or customer service environment
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• Proven track record of successfully managing and motivating teams to achieve performance targets
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• Strong knowledge of financial services, banking products, or related customer service operations
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• Excellent communication and interpersonal skills, with the ability to build positive relationships with team members and stakeholders
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• Demonstrated ability to analyze data, interpret metrics, and make data-driven decisions
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• Strong problem-solving skills with the ability to handle complex customer issues and operational challenges
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• Experience with workforce management systems and customer service software platforms
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• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
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• Customer-centric mindset with a commitment to delivering exceptional service quality
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• Ability to multitask, prioritize work, and manage time effectively in a fast-paced environment
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• Excellent attention to detail and organizational skills
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• Understanding of quality assurance processes and call monitoring procedures
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• Previous experience with coaching and employee development is highly desirable