Alorica is seeking a talented and experienced Senior Operations Manager to oversee the smooth and efficient running of our contact centre operations. As a key member of the management team, you will be responsible for driving operational excellence, ensuring exceptional customer service, and leading a team of dedicated professionals. This is a full-time, on-site role based in Cebu Central Visayas.
What you'll be doing
- Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
- Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
- Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
- Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
- Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
- Ensure compliance with relevant policies, procedures, and industry regulations
- Foster a positive and engaged work environment that promotes employee well-being and professional development
What we're looking for
- Minimum 5 years of experience in a senior operations or contact centre management role
- Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
- Excellent problem-solving, decision-making, and conflict resolution skills
- Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
- Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Familiarity with relevant industry regulations and best practices
Responsibilities
What you'll be doing
- Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
- Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
- Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
- Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
- Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
- Ensure compliance with relevant policies, procedures, and industry regulations
- Foster a positive and engaged work environment that promotes employee well-being and professional development
What we're looking for
- Minimum 5 years of experience in a senior operations or contact centre management role
- Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
- Excellent problem-solving, decision-making, and conflict resolution skills
- Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
- Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Familiarity with relevant industry regulations and best practices
Skills Required
- Experience in a call center environment
- Strong communication skills
- Ability to provide constructive feedback
- Attention to detail
Alorica Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alorica and has not been reviewed or approved by Alorica.
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Healthcare Strength — The careers site lists comprehensive healthcare and mental‑health programs as part of the core package, indicating broad medical coverage is available. Company and benefits pages also describe medical, dental, vision, EAP, and HSA/FSA options.
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Retirement Support — Retirement coverage including a 401(k) is part of the advertised benefits. References to retirement planning appear consistently across benefits descriptions.
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Wellbeing & Lifestyle Benefits — Wellbeing elements include tuition reimbursement, employee discounts, and mental‑health/EAP resources, alongside an employee‑led nonprofit (MLBA) that provides emergency grants and community support. These offerings add non‑salary value beyond core insurance.
Alorica Insights
What We Do
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone, through social media, and in-person. And from acquisition and sales to customer care and support, Alorica provides a host of world class services, including logistics and fulfillment. We’re proud to passionately serve clients as diverse as we are — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe. Intrigued? Join us. For these chosen few, we offer: - Opportunities for Growth - Sky’s the limit! Over 80% of our promotions are from within. - Great Locations - With global locations and the option to work remote, our offices are virtually everywhere. - Community Partners – Making an impact matters. That’s why we invest in communities. - Referral Bonuses – Because who doesn’t like a little extra dough in your pocket? - Tuition Reimbursement – So you can keep your options open and your future bright. Are you ready to unleash the possibilities
