Senior Team Manager (BPO)
AloricaVerified company
On-site — Sheikh Zayed, Giza, Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Sheikh Zayed, Giza, Egypt
About the role
Senior Team Manager at a BPO in Sheikh Zayed, Giza, leading Team Leaders and customer support teams. The role focuses on KPIs, client satisfaction, operations strategy, and employee engagement; it requires on-site work and at least two years as a BPO Team Leader.
What you'll do
- Lead and develop Team Leaders and customer support teams
- Drive KPIs including quality, productivity, SLA, CSAT, and compliance
- Partner with Operations Manager on strategic initiatives
- Analyze operational data and implement action plans
- Lead business reviews and operational meetings
- Support workforce planning and resource allocation
- Champion employee engagement and talent development
- Ensure compliance with company and client standards
What you'll need
- Fluency in English (B2-C1)
- Minimum 2 years as a Team Leader in a BPO environment
- Availability to work from the Sheikh Zayed office
- Excellent organization and leadership skills
- Strong knowledge of MS Office (Word, Excel)
- Logical problem-solving and multi-tasking
- Strong oral and written communication
- Attention to detail and professionalism
Skills
About Alorica
Alorica is a global CX company with about 100,000 employees in 17 countries supporting 250+ brands in 75+ languages. Its Egypt contact center in Sheikh Zayed City (Giza) hires English-speaking agents for airline, healthcare, hospitality and premium accounts plus QA, workforce and leadership roles.
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