Urgent Hiring! Team Manager for Financial Account - Quezon City
About the role
Alorica Teleservices, Inc. is seeking an experienced and dynamic Team Manager to join our fast-paced call centre operation in Quezon City. As a Team Manager, you will play a pivotal role in driving the performance and success of our customer service teams. This is a full-time role based in our Quezon City office.
What you'll be doing
- Provide leadership and coaching to a team of customer service agents, ensuring they deliver exceptional service and meet key performance targets
- Monitor team performance, identify areas for improvement, and implement tailored training and development initiatives
- Foster a positive, collaborative team environment and encourage open communication
- Liaise with cross-functional teams to address customer escalations and resolve complex inquiries
- Analyse key performance metrics and data to inform strategic decisions and drive continuous improvement
- Participate in the recruitment and onboarding of new team members
- Ensure compliance with company policies, procedures, and industry regulations
What we're looking for
- Minimum 3 years of experience in a call centre or customer service team leadership role, preferably in the customer service or contact centre industry
- Proven ability to coach, motivate, and develop high-performing teams
- Excellent communication and interpersonal skills, with the ability to effectively liaise with customers and cross-functional stakeholders
- Strong analytical and problem-solving skills, with the ability to use data to drive decision-making
- Familiarity with call centre technologies and performance management tools
- Adaptable and comfortable working in a fast-paced, dynamic environment
- Proficient in both English and Filipino
What we offer
At Alorica, we are committed to providing our employees with a supportive and rewarding work environment. As a Team Manager, you can expect:
- Competitive salary and performance-based bonuses
- Comprehensive health and wellness benefits, including medical, dental, and life insurance
- Opportunities for career advancement and professional development
- Discounts on various products and services
- A positive, collaborative work culture that values teamwork and work-life balance
About us
Alorica Teleservices, Inc. is a leading provider of customer experience solutions, serving clients across a wide range of industries. With a focus on innovation and customer-centricity, we are committed to delivering exceptional service and driving business success for our clients. Join our team and be a part of our continued growth and success.
Apply now for this exciting opportunity to become a Team Manager at Alorica Teleservices, Inc.
Employer questions
- How many years' experience do you have as a team manager?
Company profile
Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.
Centralized and Scaled Global Partner
Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.
A Firm with Strong Support
Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.
Complete Lifecycle Solution Support
Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial
Acquisition | Pre-Sales/Sales, Order Taking, Cross-Sale/Up-Sale, Lead Generation, Product Information, Sales Verifications, Reservations
Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,
Hardware/ Software Support
Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,
Credit Activation, Property Recovery, Skip Tracing, Attorney Services
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