Team Manager – BPO

About the role

Alorica is looking for a proactive Team Manager to lead a group of Customer Support Representatives handling phone, email, and live‑chat inquiries. You will ensure high‑quality service, coach team members, and support operational improvements.

Key responsibilities

• Lead and motivate a team of Customer Support Representatives.
• Provide one‑on‑one coaching, feedback sessions, and performance reviews.
• Support the Operations Manager in identifying and implementing process improvements.
• Monitor KPIs, generate reports, and communicate issues to relevant stakeholders.
• Participate in recruitment, onboarding, and compliance activities.
• Maintain productivity and quality standards while ensuring legal compliance of content.

Required profile

• Fluent English (B2/C1) with strong oral and written communication.
• Minimum 1 year proven experience as a Team Leader in a BPO environment.
• Willingness to work onsite at the Sheikh Zayed office.
• Excellent organization, leadership, and problem‑solving abilities.
• Positive, self‑motivated, detail‑oriented, and adaptable.

Required skills

• Proficiency in Microsoft Office (Word, Excel).