Operations Team Leader

About the role

We are seeking an experienced Operations Team Leader to join ALORICA TELESERVICES, INC. in Davao City, Davao del Sur. This is a full-time position that plays a crucial role in driving operational excellence and team performance within our call centre environment. As an Operations Team Leader, you will be responsible for leading, motivating and developing a team of customer service professionals whilst ensuring that we consistently deliver exceptional service to our clients. This role is integral to achieving our operational targets and maintaining the high standards that define our company.

Key responsibilities

• Supervise and manage a team of customer service representatives, ensuring they meet performance metrics and service level agreements
• Provide coaching, training and mentoring to team members to enhance their skills and professional development
• Monitor team productivity, call quality and customer satisfaction levels, implementing corrective actions where necessary
• Conduct regular one-to-one meetings with team members to discuss performance, progress and career development opportunities
• Create and maintain a positive, collaborative team environment that promotes engagement and motivation
• Prepare and present accurate reports on team performance, attendance and adherence to management
• Escalate and resolve complex customer issues and complaints in a timely and professional manner
• Participate in the recruitment and onboarding process for new team members
• Ensure compliance with company policies, procedures and quality standards across the team
• Identify coaching opportunities and deliver feedback to support continuous improvement

What we're looking for

• Proven supervisory or team leader experience in a call centre or customer service environment
• Strong leadership and people management skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, both written and verbal
• Demonstrated ability to analyse performance data and metrics to drive operational improvements
• Problem-solving skills and the ability to handle escalated issues with professionalism and composure
• Knowledge of customer service best practices and quality assurance standards
• Proficiency in relevant computer systems and software platforms commonly used in call centre operations
• Ability to work in a fast-paced environment and manage multiple priorities effectively
• Strong organisational skills and attention to detail
• A commitment to maintaining professional standards and ethical conduct
• Preferred: Experience with workforce management tools and performance reporting software

What we offer

At ALORICA TELESERVICES, INC., we are committed to creating a workplace where our employees can thrive both professionally and personally. We offer competitive compensation packages, opportunities for career advancement within our organisation, and access to professional development and training programmes. We believe in recognising and rewarding the contributions of our team members, and we foster a culture of collaboration and continuous improvement. Our workplace is designed to support your wellbeing, and we encourage a healthy work-life balance. We also provide a supportive environment where employees feel valued and appreciated for their contributions to our success.

About us

ALORICA TELESERVICES, INC. is a leading global provider of customer service solutions and business process outsourcing services. We specialise in delivering exceptional customer experiences across multiple channels and industries. With a strong commitment to quality, innovation and employee development, we have established ourselves as a trusted partner for businesses seeking reliable and professional customer service support. Our team comprises dedicated professionals who are passionate about delivering outstanding results and creating positive experiences for our clients and their customers. We are proud of our collaborative culture and our commitment to supporting the growth and development of our workforce.

Apply now

If you are an experienced team leader looking for an exciting opportunity to further develop your career in a dynamic call centre environment, we would like to hear from you. Please submit your CV and a covering letter detailing your relevant experience and why you are interested in this position. Join ALORICA TELESERVICES, INC. and be part of a team committed to excellence and customer satisfaction.