Senior Team Manager | BPO

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