Company Description Alorica is a global customer experience (CX) company focused on building long-term customer relationships and elevating brands through innovative service solutions. As a full-service CX partner, Alorica combines proven performance, deep industry expertise, and advanced technology to deliver measurable results and new possibilities for clients. The company is known for pioneering customer experiences, challenging convention, and maintaining strong client partnerships grounded in integrity and authenticity. With about 100,000 professionals across 17 countries, Alorica serves over 250 brands in more than 75 languages, offering diverse career paths in a highly connected and values-driven environment.
Role Description The Team Manager role at Alorica in Cairo is a full-time, on-site position responsible for leading and supporting a team of customer experience professionals. Day-to-day responsibilities include supervising team performance, monitoring key metrics, and providing coaching and feedback to ensure service quality and productivity. The Team Manager will handle escalations, support staffing and scheduling needs, and collaborate with internal stakeholders to meet client expectations and operational goals. The role also involves implementing company policies, driving continuous improvement initiatives, and fostering a positive, inclusive team culture aligned with Alorica’s values. The successful candidate will be expected to use data-driven insights to optimize processes and contribute to overall business performance.
Qualifications
Leadership and people management skills, including team supervision, performance coaching, and conflict resolution. Customer service and client relationship management experience, ideally within contact center or CX environments. Operational and analytical skills, such as monitoring KPIs, reporting, and using data to improve processes. Strong communication and interpersonal skills, with the ability to motivate diverse teams and collaborate across functions. Organizational and time management abilities, including prioritizing tasks, managing shifts, and ensuring service levels. Proficiency with productivity tools and contact center technologies; familiarity with CRM systems is an advantage. Experience in coaching, training, or mentoring team members to develop skills and enhance performance. Previous experience in a supervisory or team lead role; contact center leadership experience is preferred. Bachelor’s degree in business, management, or a related field is beneficial, or equivalent relevant experience. Fluency in English and strong local language skills; additional language capabilities are a plus.