Team Manager Customer Experience

Role Overview Alorica is a globally renowned Business Process Outsourcing company dedicated to delivering exceptional customer experiences across the entire customer lifecycle. We are looking for a highly skilled Team Manager for Customer Experience to join our Bengaluru operations and lead a mid-size team in an international voice process environment. This is a work-from-office role with rotational shifts and requires a seasoned BPO professional with strong leadership capabilities. Key Responsibilities - Oversee and manage a mid-size operations unit comprising 100 to 200 employees in an international voice process - Drive team performance to consistently meet and exceed customer satisfaction and business targets - Prepare and present detailed reports, performance dashboards, and operational updates to senior leadership - Build and maintain high-quality content using MS PowerPoint and MS Excel for leadership presentations - Monitor team adherence, quality metrics, and coach team members for continuous improvement - Collaborate with cross-functional teams to streamline processes and enhance the overall customer experience Required Qualifications - Minimum 10 years of overall work experience in the BPO industry - At least 1 year of experience in a Team Manager or equivalent leadership role - Mandatory background in international voice processes with preferred experience in Retail domain - Proven experience handling mid-size operations teams of 100 to 200 employees - Excellent written and verbal communication skills with strong business acumen - Advanced proficiency in MS PowerPoint and MS Excel including report and content creation - Strong presentation skills with ability to deliver confidently to senior leadership Why Join Us At Alorica, you will be part of a passionate global team serving over 200 major clients across 14 countries with a workforce of 100,000 employees. This is a fantastic opportunity to grow your leadership career with one of the world's largest customer experience providers.

- Minimum 10 years of BPO industry experience - At least 1 year in a Team Manager role - International voice process background mandatory - Retail domain experience preferred - Experience managing teams of 100-200 employees - Excellent written and verbal communication skills - Strong MS PowerPoint and MS Excel skills - Ability to present to senior leadership - Strong business acumen

- Work with a globally recognised BPO brand - Exposure to top Fortune 500 clients worldwide - Career growth opportunities across 100 global locations