Operations Manager

Alorica

Cebu City, Cebu
Permanent
Full-time

13 days ago

Job Category: Operations ManagementDegree Level: Bachelor's DegreeJob Description:What you'll be doing

Manage and oversee the daily operations of the call centre, including staffing, scheduling, and resource allocation
Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction
Monitor and analyse key performance indicators, identify areas for improvement, and implement corrective measures
Lead, coach, and provide feedback to a team of customer service representatives, fostering a culture of excellence
Collaborate with cross-functional teams to ensure seamless service delivery and problem resolution
Ensure compliance with company policies, procedures, and industry regulations
Contribute to the development and implementation of new programs and initiatives

Qualifications:What we're looking for

Minimum 5 years of experience in a call centre or customer service operations management role, preferably within the financial services industry
Proven track record of successfully managing and leading a high-performing team
Exceptional problem-solving, decision-making, and conflict resolution skills
Proficient in data analysis and using performance metrics to drive continuous improvement
Strong communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
Adaptable to change and able to thrive in a fast-paced, dynamic environment
Excellent time management and multitasking abilities

About Us:At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.About the Team: At Alorica, we're all about putting our team members on a passionate, rewarding career path-and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing-and taking care of one another-is an integral part of who we are.

Alorica

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