Team Manager - Customer Experience Operations

Role Overview Alorica is a global leader in customer experience and business process outsourcing, serving over 200 major clients across 14 countries with a workforce of more than 100,000 employees. As a Team Manager in the Customer Experience Operations division at our Bengaluru centre, you will oversee a team of customer support professionals handling international voice interactions. This is an exciting opportunity for candidates ranging from freshers to those with up to five years of experience in customer-facing roles to grow within one of the world's largest customer experience organisations. Key Responsibilities - Lead and manage a team of customer support agents handling international voice process interactions - Monitor team performance, call quality, and key metrics to ensure service excellence - Provide regular coaching, feedback, and training to team members to drive continuous improvement - Coordinate with operations leadership to meet client SLAs and business targets - Handle escalations effectively and ensure timely resolution of complex customer issues - Prepare and present performance reports and insights to senior management Required Qualifications - Freshers to candidates with up to 5 years of experience in customer support are eligible to apply - Prior experience in an international voice process is strongly preferred - Candidates with domestic voice process experience will be considered equivalent to freshers - Excellent spoken English with strong fluency, clarity, and communication skills - Customer-centric mindset with high energy levels and the ability to work in a fast-paced environment - Strong team handling, problem-solving, and interpersonal skills Why Join Us Alorica partners with some of the world's most respected Fortune 500 brands across telecom, healthcare, banking, retail, and technology sectors, giving you unmatched exposure and career growth. Join a passionate global team that is committed to making lives better, one interaction at a time.

- Freshers to 5 years of experience in customer support - Experience in international voice process preferred - Domestic voice process experience considered equivalent to fresher level - Excellent spoken English and communication skills - Strong team management and leadership abilities - High energy levels and customer service orientation - Ability to handle escalations and meet SLA targets

- Opportunity to work with Fortune 500 global clients - Career growth within a 100,000+ employee global organisation - Exposure to international customer experience operations - Dynamic and performance-driven work culture