Alorica
Website:
alorica.com
Job details:
Company Description
Alorica is a global leader in customer experience solutions, dedicated to transforming brands by delivering exceptional customer interactions. With a team of over 100,000 professionals across 17 countries, we serve more than 250 brands in 75+ languages. Known for our innovative approach, we blend proven strategies, technological expertise, and a commitment to integrity and authenticity. Our mission is to create strong client relationships, deliver outstanding results, and establish long-term trust. Join us to be part of a passionate, creative, and connected team shaping the future of customer experience. Visit alorica.com/careers for more information.
Role Description
This is a full-time, on-site role located in Bengaluru for a Team Manager/Team Leader within our BPO operations. The Team Manager/Team Leader will oversee day-to-day team activities to ensure operational excellence, manage team performance, provide coaching and mentoring, and address any challenges to achieve customer satisfaction and operational goals. The role requires collaboration with various teams, monitoring key performance indicators (KPIs), and implementing strategies to improve productivity, quality, and efficiency. The candidate will take an active role in workforce management, ensure compliance with company policies, and foster a positive work environment for their team.
Qualifications
- Team Management: Experience in supervising, mentoring, and developing teams to achieve performance targets and operational goals.
- Process Optimization: Ability to analyze workflows, monitor KPIs, and implement strategies to enhance productivity, quality, and efficiency within a BPO environment.
- Communication Skills: Strong verbal and written communication capabilities for clear interaction with team members and stakeholders.
- Problem-Solving: Skilled in identifying challenges, developing solutions, and making data-driven decisions under pressure.
- Client-Focused: Commitment to delivering exceptional customer experiences and ensuring client satisfaction.
- Administrative Skills: Proficiency in workforce management, scheduling, and compliance with organizational policies.
- Technical Proficiency: Familiarity with relevant CRM and workforce management tools is a plus.
- Bachelor’s degree or equivalent experience in business management, operations, or a related field preferred.
- Proven experience in BPO or similar fast-paced customer service environments is beneficial.
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