Are you a people-first leader who thrives in fast-paced, performance-driven environments? We’re looking for a dynamic Operations Leader to drive excellence, inspire teams, and elevate customer experience within a high-growth BPO setting.
This is an opportunity to step into a high-impact role where your leadership directly shapes performance, culture, and client success.
What You’ll Do
- Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
- Drive performance by setting clear goals and aligning execution with business and client objectives
- Champion operational excellence by ensuring compliance with internal standards and regulatory requirements
- Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams
- Analyze performance and quality metrics, delivering actionable insights and targeted coaching
- Foster a culture of accountability, engagement, and continuous improvement
- Effectively cascade updates, priorities, and changes across all levels
- Act as a role model promoting collaboration, ownership, and an inclusive work environment
What We’re Looking For
- At least 3 years of leadership experience in a BPO or contact center environment
- Proven track record in managing performance within a metrics-driven operation
- Strong coaching, communication, and stakeholder management skills
- Ability to balance business results with people development and engagement
- A proactive, solutions-oriented mindset with a passion for continuous improvement
Responsibilities
What You’ll Do
- Lead end-to-end team operations including workforce planning, onboarding, coaching, and retention
- Drive performance by setting clear goals and aligning execution with business and client objectives
- Champion operational excellence by ensuring compliance with internal standards and regulatory requirements
- Maintain strong on-the-floor presence-coaching in real time, removing roadblocks, and energizing teams
- Analyze performance and quality metrics, delivering actionable insights and targeted coaching
- Foster a culture of accountability, engagement, and continuous improvement
- Effectively cascade updates, priorities, and changes across all levels
- Act as a role model promoting collaboration, ownership, and an inclusive work environment
What We’re Looking For
- At least 3 years of leadership experience in a BPO or contact center environment
- Proven track record in managing performance within a metrics-driven operation
- Strong coaching, communication, and stakeholder management skills
- Ability to balance business results with people development and engagement
- A proactive, solutions-oriented mindset with a passion for continuous improvement
Skills Required
- Evaluate, document, and report quality of customer interactions
- Conduct quality-related reviews of agent performance
- Document observations in monitoring database
- Participate in monitoring calibration sessions
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
