Operations Team Manager – Customer Experience (CX)

About Alorica

Alorica is a global leader in digital customer experience and transformation services, empowering brands worldwide to create meaningful connections with their customers. With 100,000+ solutionists across 16 countries, the company draws on 25+ years of deep managed services expertise and performance excellence—combined with advanced analytics, automation and AI-enabled capabilities—to build long-term customer loyalty and drive operational efficiency. Alorica reinforces its commitment to a people-focused culture through its industry-leading employee satisfaction scores, Great Place to Work® certifications, and employee-led nonprofit, Making Lives Better with Alorica (MLBA). For more information, visit www.alorica.com

A BRIEF OVERVIEW

Responsible to lead effective and profitable results for the team. Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.

YOUR DAY TO DAY

• Provides regular supervision and mentorship over direct reports.
• Ensures regular effective communication with direct reports on performance, goals, and coaching.
• Facilitates daily agent coaching, guidance, management, and development sessions in both written and verbal format to improve the performance of direct reports.
• Participates in client-related activities to include client calibration sessions and project planning.
• Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.

REQUIREMENTS

• Previous leadership experience in BPO operations, with proven experience managing teams and driving operational performance.
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
• Time management, attention to detail, adaptability & leadership skills is required. MS Office Intermediate level proficiency is required.
• Ability to create actions plans and advance English level and strong communications skills . Microsoft Office proficiency, Excel intermediate knowledge required.