JOB SUMMARY 

Team Leader is responsible for interviewing new hires, training, retaining, and developing their respective team members. 

Team Leader is responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability.

In addition, the Team Leader is responsible for driving the team to meet all KPIs. 

The Team Leader supports the Operations Manager and the operations management team in identifying areas of improvement and running operation.

KEY JOB RESPONSIBILITIES 

Manage team of 15-20 Customer Support Agents Provide coaching to team members to support their professional and personal development. Support the Operation Manager in identifying areas of improvement. Provides accurate and timely communication to all applicable parties on any customer support issue Attends regular operational and business review meetings Monitors specific KPIs to ensure the proper delivery of the business Participates in reviewing processes and workflow to diagnose areas for improvement Builds and sends updated reports to the management team (site manager, global operations manager, office manager, etc.) as required Proactively proposes improvement plans where gaps are noticed Participate in the recruitment process for new hires in the program Fulfill base productivity and quality requirements We care for our employees’ safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles

REQUIREMENTS 

Fluency in English  Previous experience on a Team Leading position of at least 1 year. Strong knowledge of contact center operations.Basic understanding of financial reports and forecasting. Ability to analyze processes and develop valid solutions to resolve issues at hand. Ability to address all concerns in a consistent and fair manner. Ability to multitask with ease and handle various requests via different sources simultaneously Possessing the skills to bring out the best in others to achieve maximum performance Ability to prioritize and organize work in a multitasked environment. Ability to interact with Client and participate in Customer meetings Ability to maintain the highest level of confidentiality. Strong Analytic and reporting skills Proficient personal computer skills including Microsoft Office. Excellent interpersonal, written, and oral communication skills. Excellent presentation skills. Excellent judgment, reasoning, and problem-solving skills

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.