Team Manager | 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.JOB SUMMARYAs 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 RESPONSIBILITIESManage team of Customer Support RepresentativesProvide coaching to team members to support their professional and personalSupport the Operation Manager in identifying areas of improvement.Provides accurate and timely communication to all applicable parties on any customer support issueAttends regular operational and business review meetingsMonitors specific KPIs to ensure the proper delivery of the businessParticipates in reviewing processes and workflow to diagnose areas for improvementBuilds and sends updated reports to the management team (site manager, global operations manager, office manager, etc.) as requiredProactively proposes improvement plans where gaps are noticedParticipate in the recruitment process for new hires in the programEnsure legal compliance and safety of content uploaded to the short video platformsFulfill base productivity and quality requirementsWe 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 REQUIREMENTSFluent command of English (B2/C1)Proven working experience as Team Leader in BPO environment (minimum of 1 year)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