Team Manager | Chinese Speaker

GET TO KNOW ALORICA

Passion starts from within, and we’re all about crafting a great space for our colleagues.

Join Alorica in our new adventure, building a team to support our partner.

JOB SUMMARY

As a Team Leader, you will take the lead of a team of Customer Support Representatives who would be responsible for managing phone calls, emails and live chat related to customer's questions regarding our client's policies. You will be 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.

KEY JOB RESPONSIBILITIES

• Manage team of Customer Support Representatives
• Provide coaching to team members to support their professional and personal
• Support the Operation Manager in identifying areas of improvement.
• Provides accurate and timely communication to all applicable parties on any customer support issue
• Attends regular operational and business review meetings
• Monitors specific KPIs to ensure the proper delivery of the business
• Participates in reviewing processes and workflow to diagnose areas for improvement
• Builds and sends updated reports to the management team (site manager, global operations manager, office manager, etc.) as required
• Proactively proposes improvement plans where gaps are noticed
• Participate in the recruitment process for new hires in the program
• Ensure legal compliance and safety of content uploaded to the short video platforms
• Fulfill base productivity and quality requirements

We care for our employees’ safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles.

KEY JOB REQUIREMENTS

• Fluent command of Chinese (HSK5/HSK4)
• Proven working experience as Team Leader in BPO environment (minimum of 1 year)
• Availability to work from our office in Sheikh Zayed
• Excellent organization and leadership skills
• Strong knowledge of MS Office (Word, Excel)
• Positive and open-minded attitude
• Eager to learn, self-motivated and goal oriented
• Logical problem-solving skills and ability to multi-task
• Proven oral and written communication skills
• Must have a keen sense of attention to detail, taking the initiative.
• Possess a high level of Professionalism
• Ability to understand and empathize issues
• Quicker learner and adaptable to learn new processes, concepts, and skills

But that’s just the start–here are a few more reasons to consider Alorica.

• Career development opportunities
• Extensive training programs
• Access top notch technologies and best practices
• Excellent working environment
• Company events

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.