Deskripsi Pekerjaan
Are you a strategic leader looking to drive success in the financial services sector? Alorica is currently seeking a dynamic Team Manager | Financial Account to oversee our operations in Quezon City. In this key leadership role, you will be responsible for leading your team to achieve effective and profitable results, ensuring that both business objectives and customer satisfaction are met with excellence.
As a Team Manager, you will serve as the bridge between upper management and frontline staff, fostering a positive and high-performing work environment. You will be tasked with coaching agents, analyzing performance metrics, and optimizing processes to ensure seamless service delivery. This is an excellent opportunity for a driven professional to develop their management skills while contributing to a global leader in customer experience solutions.
Tanggung Jawab
- Lead, coach, and mentor a team of financial account representatives to maximize performance and meet Key Performance Indicators (KPIs).
- Analyze daily operations and financial reports to identify trends, optimize workflows, and drive profitability.
- Conduct regular performance reviews, provide constructive feedback, and develop individualized training plans.
- Manage team schedules, handle escalated customer issues, and resolve complex account-related inquiries efficiently.
- Ensure strict compliance with company policies, quality assurance standards, and regulatory requirements.
- Foster a collaborative culture that encourages teamwork, innovation, and continuous improvement.
- Collaborate with cross-functional departments to streamline processes and enhance the overall customer journey.
Kualifikasi
- Bachelor's degree in any field; relevant degrees in Business, Finance, or Management are a plus.
- Minimum of 2-3 years of experience in a BPO or Call Center environment, preferably with exposure to Financial Services.
- Proven track record of leadership experience, including team management and performance coaching.
- Strong analytical skills with the ability to interpret data and make strategic business decisions.
- Excellent verbal and written communication skills in English.
- Proficient in using CRM software and MS Office applications.
- Ability to work in a fast-paced setting while maintaining high-quality service standards.