Team Leader (BPO)

At Alorica, we specialize in creating exceptional customer experiences that elevate global brands. As a full-service customer experience partner, we blend strategic expertise with innovative technology to deliver measurable results. With a global presence of 100,000 professionals across 17 countries, we proudly support over 250 brands in more than 75 languages. Our commitment to integrity, creativity, and strong client relationships sets us apart as a pioneer in the industry. Join a team that values authenticity and innovationexplore opportunities at alorica.com/careers.

This is a full-time, on-site role for a Team Leader (BPO) based in Bengaluru. The Team Leader will oversee day-to-day operations, manage team performance, and ensure team members meet their goals and KPIs. Responsibilities include monitoring and coaching team members, addressing operational challenges, driving engagement, and ensuring excellent delivery of customer support services. The role requires leadership, accountability, and the ability to foster a collaborative team environment.

Qualifications

• Team leadership and supervisory skills, including performance monitoring, coaching, and mentoring
• Analytical skills to assess team performance data and implement actionable improvement plans
• Proficiency in customer service processes and best practices in BPO environments
• Effective communication, interpersonal, and conflict resolution skills
• Time management and organizational skills to handle team schedules, priorities, and deliverables
• Experience in fostering team engagement and managing high-performing teams
• Strong problem-solving abilities and attention to detail
• Proficiency in using BPO-specific software and reporting tools
• Bachelors degree or equivalent experience in a relevant field
• Prior experience in a BPO setting, with a proven track record of achieving results