Team Manager Customer Experience

Role Overview Alorica is a globally recognized leader in customer experience and business process outsourcing, operating across 14 countries with over 100,000 employees serving more than 200 major clients worldwide. We are looking for an experienced Team Manager to lead and manage customer experience operations at our Bengaluru office. This is a work-from-office role requiring a driven professional with a strong international voice background and hands-on experience managing mid-size operations teams. Key Responsibilities - Lead and manage a mid-size operations unit consisting of 100 to 200 employees - Drive team performance to deliver outstanding customer experience outcomes - Monitor key metrics and prepare detailed reports and presentations for leadership - Develop operational content and performance dashboards using MS PowerPoint and MS Excel - Collaborate with stakeholders and present insights and strategies to senior leadership - Ensure process adherence and maintain quality standards across customer interactions - Support team development through coaching, feedback, and performance management Required Qualifications - Minimum 10 years of overall work experience in the BPO industry - At least 1 year of experience in a Team Manager or similar leadership role - International voice background is mandatory with retail industry experience preferred - Strong written and verbal communication skills with excellent business acumen - Proficiency in creating reports, dashboards, and presentations using MS Excel and MS PowerPoint - Demonstrated ability to handle leadership-level presentations confidently - Willingness to work from office on rotational shifts Why Join Us At Alorica, you will be part of a global powerhouse that partners with some of the world's most respected brands, offering you a platform to grow your leadership career in an energetic and purpose-driven environment. Join a team that is committed to making lives better, one interaction at a time.

- 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 to 200 employees - Strong verbal and written communication skills - Proficiency in MS Excel and MS PowerPoint - Strong presentation skills for leadership audiences - Willingness to work from office on rotational shifts