Operations Team Leader

Job Summary:

As a Team Lead – Operations at Alorica , you will be responsible for supervising, coaching, and guiding a team of customer service representatives or agents to ensure operational excellence and outstanding customer experiences. This role serves as a key liaison between front-line agents and management, ensuring that team performance meets or exceeds client and company expectations in service delivery, KPIs, and compliance.

You will play a critical role in mentoring agents, managing escalations, driving performance metrics, and fostering a culture of accountability, growth, and excellence.

Key Responsibilities:

Team Leadership & Supervision

• Lead a team of agents to meet daily, weekly, and monthly performance targets.
• Monitor and manage individual and team KPIs (e.g., AHT, CSAT, FCR, adherence).
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Provide real-time feedback and support to improve agent effectiveness.

Performance Management

• Track agent performance against established metrics and implement action plans for underperformance.
• Support new hire onboarding and continuous training initiatives.
• Recommend recognition and reward initiatives for high-performing agents.
• Collaborate with QA and Training teams to address skill or knowledge gaps.

Operational Excellence

• Ensure adherence to operational protocols, client requirements, and company policies.
• Handle escalated customer issues with professionalism and efficiency.
• Analyze performance data and generate reports to inform decisions and drive improvements.
• Assist Operations Manager with staffing, shift scheduling, and resource planning.

Client & Internal Communication

• Support implementation of client directives and operational strategies.
• Participate in calibration sessions and business reviews as required.
• Act as a point of contact for process changes, updates, and escalations.

Compliance & Quality

• Maintain compliance with Alorica’s quality, data security, and regulatory standards.
• Ensure accurate documentation and proper case handling in CRM or client tools.

Qualifications:

Education & Experience

• High school diploma or equivalent required; college degree preferred.
• Previous experience in call center operations; at least 1 year in a lead or supervisory role.
• Previous experience in BPO/outsourcing industry strongly preferred.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication, coaching, and conflict-resolution abilities.
• Solid understanding of contact center KPIs and operational levers.
• Proficiency with CRM platforms and workforce management tools.
• Analytical thinking and problem-solving skills.
• Flexible, adaptable, and capable of working in a fast-paced environment.