Alorica
Website:
alorica.com
Job details:
Company Description
Alorica is a global leader in creating exceptional customer experiences, serving over 250 brands in 75+ languages with a workforce of 100,000 professionals across 17 countries. As a full-service customer experience (CX) partner, we combine proven performance, top-tier expertise, and cutting-edge technology to deliver impactful results. Known for our bold approach to innovation and strong client relationships, we pride ourselves on our values of integrity and authenticity. At Alorica, we don’t just deliver experiences; we pioneer them, fostering curiosity, creativity, connection, and commitment in everything we do. Explore opportunities to grow your career with us at alorica.com/careers.
Role Description
The Team Leader (BPO) is a full-time on-site role based in Bengaluru, responsible for managing daily operations and leading a team to achieve performance targets. Key responsibilities include monitoring team performance, providing coaching and feedback, and ensuring adherence to company policies and client requirements. The Team Leader will collaborate with team members to improve processes, resolve escalations, and foster an environment of engagement and accountability, ensuring quality service delivery for clients and customers.
Qualifications
- Team Leadership and People Management skills to guide, mentor, and motivate team members effectively
- Proficiency in Performance Monitoring, Metrics Management, and achieving customer satisfaction targets
- Excellent Communication, Interpersonal, and Problem-Solving skills for managing client interactions and resolving escalations
- Proven ability to drive Process Improvement, Service Quality Enhancement, and Employee Engagement initiatives
- Proficiency in Time Management and Organizational skills to effectively oversee multiple responsibilities
- Experience in business process outsourcing (BPO) operations is preferred
- Bachelor’s degree and relevant team management experience in a fast-paced work environment required
- Flexible to work in shifts and adapt to evolving business needs
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