You don't just work — you make an impactconnect a community with unique experiences at alorica.are you passionate about connecting with people and exceeding expectations? At alorica, we're more than just a team — we're the bridge between our customers and unforgettable local experiences. We're looking for dynamic bilingual (english–spanish) professionals with that special spark to build relationships, provide solutions, and make a difference. If your energy is contagious and your goals are sky-high — we want to meet yousummaryresponsible for managing operational performance against client requirements at an advanced level. This role influences departmental strategy and oversees the daily operations of the business area by anticipating needs, guiding development, and implementing systems, procedures, and programs required to consistently meet quality, productivity, and customer satisfaction targets.what you'll dooversee performance and quality standard reviews to ensure outcomes meet client expectations.manage efficiency initiatives while creating a safe workspace/environment for employees.troubleshoot issues and create action plans to quickly and effectively address problems.identify processes that require improvement to meet company and client goals.monitor all key metrics to support meeting/exceeding initiative objectives.qualificationsself-motivated and proactive, with a strong sense of responsibility and ability to work under pressure.strong understanding of sop- and documentation-driven processes.payables lob background preferred. Risk management and strategic planning skills.assertiveness, strong presentation skills, and excellent interpersonal and leadership abilities.advanced english level (b2–c1, oral and written) with excellent communication skills.at least 2 years of experience in a management position within a contact center/bpo (required).proficiency in microsoft office and power bi required; intermediate excel skills required.experience in citrix environments; salesforce knowledge preferred.on-site position in gdl.