At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

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

Job Responsibilities

• Build, lead, and support a high‑performing team of engaged and capable agents to deliver excellent customer service through meeting and exceeding agreed performance standards.
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
• Create an intense performance environment and exhibit a driven leadership style, to ensure key financial, operational, and quality metrics are consistently achieved.
• Administer company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.
• Provide support via handling escalated calls as needed.
• Provide the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment.
• Demonstrate company core values and culture.
• Develop, improve and maintain standards for the security of the online communities, being able to achieve high monthly goals regarding quantity and quality.

Performance And Staff Management

• Direct involvement in the recruitment, selection, induction training and ongoing skills development for all team members, ensuring we can attract and retain the very best talent.
• Overall management of staff planning and all workforce‑management related tasks within the team. Allocate correct number of employees and skills according to trend and volume analysis.
• Establish a process of continuous review and proactive management of absenteeism and attrition for the team under control.
• Draw up, inform, keep and publish the daily allocation schedule and yearly holiday planning, volume trend evolutions, and other absenteeism like sickness trends.
• Manage, lead, develop, motivate, and coach on a daily basis a team with an eye on the achievement of maximum productivity and quality in service.
• Continually review and monitor work performance of all associates against agreed KPI’s, instigating appropriate corrective action, using performance‑management tools, to manage any shortfalls.
• Undertake performance reviews and 1:1 monthly meetings with each team member, ensuring objectives are continuously reviewed and linked to business KPI’s.
• Ensure team members are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Train and develop people, through a variety of different learning methods including mentoring and coaching.
• Show a positive attitude and problem‑solving skills towards the team and clients in critical moments.
• Initiate team meetings, discussions and other activities as required to improve the quality of the operation.
• Keep the Operations Manager informed about day‑to‑day operations of the project (main indicators and trends), and where necessary place urgent focus on issues that are at variance with norms and on problem situations.
• Support Supervisor and Operations Manager in identifying areas of improvement in order to reduce cost, increase quality and/or reduce risk.
• Real‑time management.
• Active role model demonstrating pride and ownership as a leader.

Employee Engagement

• Reach employee satisfaction targets.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Facilitate a culture of open and honest two‑way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
• Build an environment that supports the spirit of teamwork, where associates are committed and loyal.
• Coach, develop and motivate associates by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.

Client Management / Customer Experience

• Continuously monitor chats, emails, calls, either via side‑by‑side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
• Ensure accurate and timely communication of any client/campaign issues to the Operations Manager and senior staff.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.
• Participate in client related activities, including client calibration sessions and project planning.

Back‑Up Management

• Each team manager is able to assume management of another team when another manager is absent or when shift patterns or other operational reasons dictate the need.
• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence: “Manage by Walking Around”.

Other Responsibilities

• Promote Alorica values in all communication. Support positive Alorica corporate image and brands.
• Proactively propose improvements and feedback in processes and ways of working.
• Perform all Alorica procedures and follow all processes accurately.
• Understand the scope of the work and maintain a high level of knowledge in own competence area.
• Keep abreast of the latest company policies and procedures.
• Regularly participate in refresher training.
• Provide support, information, and assistance to colleagues and demonstrate good team spirit to support a positive atmosphere.
• Participate in team meetings, discussions and other activities as required to improve the office, office equipment and the working environment.
• Perform other duties as assigned by the management team in compliance with the qualification and job requirements.
• Contribute to the team spirit and well‑being of the whole site and organization.

Job Requirements

Minimum Education and Experience

• Bachelor’s degree desirable; High School Diploma or GED required.
• Considerable experience managing 15 or more employees in a supervisory role.
• Excellent oral and written communication skills in English and Spanish or German / French / Italian / Dutch.
• Strong interpersonal skills, including the ability to provide constructive feedback in a manner that results in improved performance.
• Ability to establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company‑wide objectives.
• Time‑management skills and computer proficiency.
• Objectivity, professionalism, and maturity.
• Flexibility and demonstrated ability to adapt well in a changing environment.

Work Environment

• Running day‑to‑day operations – 100% (Of this time, 20% is devoted to administrative duties, 20% to client‑related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).

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.