Team Manager Customer Experience

Role Overview Alorica is seeking an experienced Team Manager for Customer Experience to lead and manage mid-size operations units. As a Team Manager, you will be responsible for overseeing team performance, ensuring exceptional customer satisfaction, and driving operational excellence across your assigned unit while maintaining the highest standards of service delivery. Key Responsibilities - Lead and manage a team of 100-200 employees in delivering outstanding customer experiences - Monitor team performance metrics and drive continuous improvement initiatives - Develop and implement strategies to enhance customer satisfaction and operational efficiency - Create comprehensive reports and presentations using MS Office tools to communicate performance insights to senior management - Conduct leadership presentations and represent your team in cross-functional meetings - Ensure compliance with company policies and quality standards across all customer interactions Required Qualifications - Minimum 1 year of experience as a Team Manager or similar leadership role - Overall 10 or more years of work experience in the BPO industry - Prior experience managing mid-size operations units with 100-200 employees - Background in international voice operations with retail experience preferred - Proficiency in MS Excel, MS PowerPoint, and business analytics tools - Excellent written and verbal communication skills with strong business acumen Why Join Us Alorica is the world's largest provider of customer experiences, serving over 200 major clients globally including Fortune 500 companies. Join a team of 100,000 dedicated professionals committed to delivering insanely great customer experiences across 14 countries and 100 locations.

- Minimum 1 year of Team Manager experience - 10 or more years of BPO industry experience - Experience managing teams of 100-200 employees - International voice background preferred - Retail industry experience preferred - Proficiency in MS Excel and MS PowerPoint - Strong written and verbal communication skills - Business acumen and analytical skills - Leadership and presentation capabilities - Knowledge of building reports and content using MS Office