Alorica
Website:
alorica.com
Job details:
Company Description
Alorica is a global leader in customer experience, blending world-class expertise, innovative technology, and tailored strategies to deliver exceptional results for over 250 brands in 75+ languages. With a bold, creative, and customer-focused approach, we go beyond convention to pioneer unmatched customer experiences. Backed by 100,000 professionals operating across 17 countries, we are committed to integrity, authenticity, and building meaningful relationships with our clients. At Alorica, we create customers for life by consistently elevating your brand through innovative and impactful solutions.
Role Description
This is a full-time, on-site role for a Team Lead (BPO) based in Bengaluru. The Team Lead will manage and oversee daily operations within a team, ensuring performance targets are met and quality standards are maintained. Key responsibilities include coaching team members, monitoring performance metrics, resolving escalations, implementing process improvements, and ensuring compliance with company policies and client requirements. The role also involves addressing team concerns and fostering a collaborative, productive work environment.
Qualifications
- Leadership and team management skills, including coaching, mentoring, and conflict resolution
- Experience in performance monitoring, process improvement, and meeting operational targets
- Strong communication skills, both written and verbal
- Problem-solving and analytical skills, with an ability to address escalations effectively
- Proficiency in BPO operations and knowledge of customer service best practices
- Ability to work in a fast-paced, on-site environment
- Prior team leadership experience in a BPO or similar environment is highly preferred
- Strong computer literacy and proficiency in using performance management tools and software
- Bachelor’s degree or equivalent professional experience
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