Senior Team Lead | BPO

GET TO KNOW ALORICAPassion 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.As a Senior Team Manager at Alorica, you will lead multiple teams of Customer Support Representatives through direct leadership of Team Leaders and/or senior agents. You will drive operational excellence, performance strategy, and employee engagement while ensuring exceptional client satisfaction and service delivery.You will play a key role in aligning site operations with global objectives, fostering a high-performance culture, and contributing to continuous improvement initiatives across the program.Key ResponsibilitiesLead and develop Team Leaders and their respective Customer Support teamsDrive performance management across KPIs including quality, productivity, SLA, CSAT, and compliancePartner closely with the Operations Manager to execute strategic initiatives and achieve business goalsAnalyze operational data to identify trends, risks, and improvement opportunitiesDevelop and implement action plans to close performance gapsEnsure consistent, accurate, and timely communication across internal stakeholders and client partnersLead regular business reviews and operational meetingsOversee reporting to senior leadership (Site Director, Global Operations, Client stakeholders)Support workforce planning, forecasting, and resource allocationChampion employee engagement, retention, and talent development initiativesParticipate in recruitment, onboarding, and succession planning for leadership rolesEnsure full compliance with company policies, client requirements, and regulatory standardsPromote a culture of accountability, collaboration, and continuous improvementKey RequirementsFluency in English (B2 - C1)Proven working experience as Team Leader in BPO environment (minimum of 2 years)Availability to work from our office in Sheikh ZayedExcellent organization and leadership skillsStrong knowledge of MS Office (Word, Excel)Positive and open-minded attitudeEager to learn, self-motivated and goal orientedLogical problem-solving skills and ability to multi-taskProven oral and written communication skillsMust have a keen sense of attention to detail, taking the initiative.Possess a high level of ProfessionalismAbility to understand and empathize issuesQuicker learner and adaptable to learn new processes, concepts, and skills