Alorica Inc. Earns Stevie® Award for Empowering Women

Alorica Inc., one of the largest and most trusted Business Process Outsourcing (BPO) in the industry, has marked March as its International Women’s Month as an extension of the official International Women’s Day (IWD) on March 8. This year, the celebration was elevated with the global CX provider receiving a Stevie® Award for Achievement in Developing and Promoting Women. The award underscores Alorica's dedication to fostering a diverse and inclusive work environment where women are empowered to lead and achieve their full potential. Last year alone, the company promoted 5,000 employees and more than half were women. 

Across its Philippine operations, Alorica's executive management team actively promotes diversity, equity and inclusion as evidenced by the number of their accomplished women leaders. Starting with Asia-Pacific (APAC) Regional President Mireille Magallona whose deep experience in the BPO sector and proven track record of exceptional leadership in the Philippines are a testament to the organization’s commitment to embracing diverse perspectives. Having a female leader in the highest position overseeing the entire region also serves as a source of inspiration for women looking to advance their careers.

"I am a woman, a mother, a leader and an Alorican,” shared Magallona. “All of these things make me proud of who I am and motivates me to do my best every day. It’s my great honor and pleasure to be leading a team of phenomenal men and women who contribute tremendously to our business growth and to the communities where we work and live. As Alorica leaders, we align around a shared value system in which we work together with respect, determination and purpose.” Magallona added.

Alorica’s worldwide workforce of 100,000 is made up of 60% women with a similar breakdown in APAC. Also, several corporate functions are run by female leaders from the Philippines; in addition to Magallona, who is a part of the Alorica Executive Leadership Team, Associate General Counsel Mikee Ong and Regional Vice President of Human Resources Jamea Garcia serve in global roles. Additionally, longtime Alorican Ma Kristine (Tintin) Bucayan, Sr. Director of Customer Experience, helps oversee operations in the country, having moved up the ranks during her 19-year tenure.

Successful fireside chat to close the month-long IWD celebration in PH

One of the ways in which Alorica creates an inclusive culture and supports its employees’ learning and development is through its Women’s Initiative. The company continues to proactively implement measures to support the professional advancement of women, including mentorship opportunities and guidance for career growth. As part of the global program, Alorica hosts a speakers' series featuring influential female leaders from within and outside the organization to provide career guidance, share insights, and motivate employees to take charge of their career paths. The latest installment of this popular fireside chat featured Divisional Vice President of Customer Experience Sarah Machan-De Silva from the Philippines as well as Sr. Vice President of Client Solutions Jadah Hawkins from the U.S. as they touched on the barriers, setbacks, perceptions for women in leadership roles and what it means to become a woman in the power seat. The final Women’s Initiative event to close out the month will take place on March 31 with special guest Amelia Hardy, Best Buy’s Chief Inclusion & Diversity Officer, speaking to hundreds of Alorica employees. These efforts culminated into a month-long extended celebration of International Women's Day (IWD) throughout the organization. 

“At Alorica, we continuously strive to be the kind of company where individuals—regardless of their gender, age or background—feel welcomed, challenged and supported. It’s the kind of culture where employees can dream big, own their future and know there’s a seat at the table for them. Let’s continue to shatter that status quo together,” Magallona stated. 

Alorica anticipates robust Q4 growth and strong showing for 2023

Alorica, one of the largest BPOs in the industry, has achieved its 7,000 monthly recruitment target last month, entering an early peak ramp season driven by the acquisition of new global clients from the consumer goods, retail, healthcare and financial services industries. 

Alorica’s usual Q4 client demands and opportunities started in as early as Q3 of this year as businesses start to open and adapt to the post-pandemic “new economy”, achieving normalcy faster than other industries.

“The 7,000 hiring target per month is something we’ve come close to before, but not in a consecutive series of months. Our highest was in 2021 where we achieved over 6k hires in 1 month,” explained Marvin Vinluan, Alorica’s Director for Talent Acquisition. “It’s a clear indication of the company’s rapid growth trajectory.” 

The organization is also set to launch two (2) new sites by year end, namely Davao 3 at the Matina IT Park, Davao City and TechZone, Buendia, Makati City; as well as a site expansion in Cebu City expected before the end of October to support the development in these locations.

On track to exceed forecasts

Sustained with a significant increase in volume, including a need for Alorica’s digital capabilities both coming from its existing and new clients, the organization is on track to achieve its buildup this year, even exceeding internal financial forecasts.

“Alorica has performed extremely well to attain our revenue targets for the quarter, which we credit to our ability to quickly scale and effectively perform,” added Sara Machan-De Silva, Divisional Vice-President for Customer Experience.

With new clients set to join before the end of 2022, the company is anticipating a fast and stable start to 2023.

Parallel to the slew of new partners and talents, the company expanded its operations up north opening its first Alorica Connection Hub in Candon, Ilocos Sur securing further success for the organization, as well as providing more work-at-home opportunities for the region.

Creating work-life balance and more opportunities for tenured talents

With a footprint of over 55,000 employees, the proactive hiring efforts continues with optimized talent attraction, including increased presence in social media, virtual recruitment activities, job fairs in partnership with LGUs and opening of new hiring facilities. Alorica also added new leadership positions, providing extended career paths through mentorship and training for tenured employees to explore other skills and interests. Work-life integration is also prioritized across the company, even with the remote setup, through employee engagement activities such as partnerships with non-profit MLBA, initiatives through TIDE (Alorica’s Diversity, Equity & Inclusion program) and awards from the Game Changer recognition program, solidifying the company’s culture of making lives better for employees, as well as its customers.

Alorica promoted Bong Borja to Chief Operating Officer in charge

Alorica Inc., a trusted leader in next-generation customer experience (CX) solutions, today promoted Bong Borja to Chief Operating Officer in charge of overseeing global operations across Asia-Pacific, Latin America & The Caribbean, and North America.

A recognized pioneer in the BPO industry in the Philippines, Borja was Alorica’s President of Asia-Pacific (APAC) Operations for the past 10 years and has deep experience, as well as an impressive track record, leading multinational teams to deliver best-in-class, digitally charged CX to progressive brands around the world. 

“I’m honored to take on this global leadership role at such an exciting time in the evolution of our business,” said Borja, founder and former chairman of the Information Technology and Business Process Association of the Philippines (IBPAP). “I look forward to continue innovating and executing with Greg and our executive leadership team to ensure we exceed our customers’ needs, while empowering our employees’ professional success.” 

The Philippine BPO trailblazer will play an instrumental role in leading Alorica’s operations for its 100,000+ workforce as the company continues to up level its talent, technologies and service offerings.

Borja will still directly manage the APAC region, which is Alorica’s largest market with over 60,000 employees across four countries, until his successor as President of APAC Operations is named in Q4.  

Powering Alorica’s growth engine

Alorica’s APAC region has been a growth engine for the company, hitting key milestones in performance, training, technology and service delivery. In the past six years, Alorica realized a revenue growth of 77% and doubled in headcount across the region. 

The organization expanded into three new countries throughout the continent—China, Japan and India. Under Borja’s leadership, Alorica earned several notable recognitions, including two Asia-Pacific Gold Stevie Awards for Innovation in Human Resources Management and Innovative Use of Technology in Human Resources in 2019. The same year, his team helped the company achieve a Silver Stevie for Customer Service Training Practice of the Year. Alorica’s APAC region has consistently led all markets in employee satisfaction scores.

“We are thrilled to elevate Bong into the role of COO,” said Alorica’s CEO Greg Haller. “As our industry becomes increasingly digital, consultative and globally focused, Bong’s trailblazer mentality will help us maintain our industry leadership. Bong’s passion for driving performance by prioritizing culture, innovation and a deep understanding of client objectives makes him a perfect fit for the position. I am excited to continue working with Bong to grow our business and deliver exceptional CX to our clients today and in the future.” 

                               

Alorica Inc. recently celebrated the first face-to-face Kadayawan Festival in Davao City

BPO firm Alorica Inc. recently celebrated the first face-to-face Kadayawan Festival since the pandemic, showcasing with pride the growth of its workforce in Davao City, which doubled in the last two years.

Alorica’s participation in the celebrations embodied the core values that the now nearly 2,500-strong homegrown Aloricans in Davao have dedicated to its customers, reflecting the Kadayawan spirit.

“We celebrate the 37^th Kadayawan festival in thanksgiving,” said Marvin Vinluan, Director of Strategic Sourcing and Recruitment Marketing.  “Alorica’s operations in Davao City have grown tremendously. This achievement would not have been possible without the kind of vibrant community support that thrives on Kadayawan-inspired values.“

Padayon sa Pag-uswag, Alorica Davao!

A month-long cultural event, the Kadayawan festival celebrates the unity of Davao’s 11 ethnolinguistic tribes. It also serves as a thanksgiving for nature’s gifts, the people’s rich culture, and the year’s bountiful harvest. The name is derived from the word 'dayaw', which means valuable, superior, good, or beautiful.

Alorica Davao’s participation in the annual Pamulak sa Kadayawan float parade has become a sacred company tradition since 2016.  This year, Alorica scored another significant finish, being the only BPO company that made it as one of the finalists in the Gamay (Small) Category, and eventually winning third place against 10 other contenders.

Alorica cosplay, external activities, agent referrals 

One of Alorica Davao’s major activities during the festival is the Employee Referral Cosplay Contest, which runs for the entire month of August. Open to all Alorica employees, participants in the contest were enjoined to wear original costumes that represent the company’s core values as well as the spirit of Kadayawan.

Winning the top prize was an entry called “The Tribe” featuring colorful costumes that highlight Davao’s indigenous heritage.  

The first runner up was called “The Queen” whose interpretation of a true-blooded Dabawenya beauty showcases the majesty of the Philippine Eagle. 

The second runner up was “Princess” who dazzled the audience with a tribal dress of the Ata, one of the 11 tribes in Davao. 

Alorica’s 3rd prize-winning float in Kadayawan festival’s Pamulak sa Kadayawan parade (Gamay category) features a Philippine eagle. Alluding to the majestic creature’s bravery, fierceness, and strength – traits deeply valued by both Davaoeños and Aloricans – the float pays tribute to the Kadayawan spirit of adhering to what is valuable, superior, good, and beautiful even amid extraordinary adversities.

Third runner up was called “Waling-waling”, alluding to the beautiful orchid also known by the name Vanda sanderiana, which is endemic to Mindanao.

On the sidelines of the celebrations, Alorica also led its now traditional “external meet and greet” sessions with the company’s long-time, local partners in the academe and local government. For this activity, company officials paid formal visits to Alorica’s partners in the cities of Davao, Tagum, Digos, and Panabo. Aside from rekindling ties, part of the agenda was to showcase Alorica’s progress, announce job opportunities, and invite participants in the company’s Kadawayan campaigns.

In celebration of the 37th Kadayawan Festival, Alorica Philippines showcases with pride the dedication of its workforce in Davao City, which doubled in size despite pandemic challenges of the last two years. Thriving on Kadayawan-inspired values, they look forward to even better times ahead

At the same time, Alorica’s on-the-ground agent referral campaign along with other recruitment initiatives yielded more than 3,000 applicants and about 500 new hires for the month of August – with hundreds more set to begin employment in the following months. Participants in the campaign were incentivized with electronic gift certificates and cash prizes.  

Alorica in the Philippines continues to grow and hire for roles spanning customer experience operations and corporate support functions

“You need to be able to prioritize. The safety of our employees is paramount.” This was the main message of BPO industry veteran Bong Borja, President of Asia-Pacific Operations for Alorica, during the Breakthrough Leadership panel discussion at the Contact Islands 2021 Virtual Conference organized by the Contact Center Association of the Philippines (CCAP).

 

The week-long conference, themed “Re-Igniting Growth in the New Business Environment,” gathered companies in the local contact center space where Alorica Inc., a global leader in customer experience (CX) solutions, is one of the major players with over 40,000 employees across 17 sites in the Philippines.

 

Throughout the event, discussions revolved around new operating models that can help companies navigate through the new business environment significantly transformed by the pandemic, with employee health and safety being a top concern. This, as firms like Alorica, continue to operate business as usual while remaining compliant with COVID protocols and quarantine restrictions.

Alorica President of Asia-Pacific Operations Bong Borja shares insights during CCAP’s Breakthrough Leadership virtual round table with CCAP President Jojo Uligan and fellow business leaders Bea Lim (TeamAsia), Mitch Locsin (PLDT), Peter Maquera (Globe), Eric Simonson (Everest Group), and Dr. Jesse Sostrin (Salesforce). ANC Anchor Mimi Ong moderated the session.

 

Leadership in times of crisis

“You have to stand your ground,” Borja responded when asked about the toughest decision he has had to make during the pandemic. “We had to keep our employees safe, while looking after our clients, as well.”

 

He further adds that this entailed implementing a work-at-home (WAH) setup and ensuring that employees had access to a stable internet connection. Alorica also hired buses early on to shuttle people in and out of their sites, which was considered an unprecedented move at the time. To care for employees’ mental health as well, Alorica expanded its ongoing counseling service to ensure that employees have access to 24/7 support. Transitioning from working on site to a home office may not be a smooth process for some, so providing this service helped employees cope or even deal with pandemic-related anxieties. It was also important to maintain Alorica’s familial culture that fosters connectedness among employees, so the company still found ways to successfully organize employee engagement activities such as virtual games/tournaments, town halls and recognition events.

 

Aloricans transitioned to Work at Home at the onset of the pandemic, but they remained adaptable and connected with the help of wellness and engagement programs.

Borja also stressed that as a leader in times of crisis, consistency in messaging and getting clients on board are both key. “Employees look to you; they seek guidance from you. It is critical, therefore, that one delivers on their promises consistently. Over time, the results will come.” 

Growth in the face of challenges

Despite what has been a truly challenging period for the industry not just in Asia but around the world, Borja himself is surprised by the company’s results, which he attributes to how everyone in Alorica rallied around shared goals. Constant feedback loops also help provide insight on the employee pulse, and this helps give direction on what initiatives to drive to constantly improve performance and increase employee satisfaction amid an ever-changing work environment.

 

“We expect to close the year with 32% topline growth compared to the prior year,” he shares. “We’re setting records both in revenue and profitability which is remarkable considering we’re in the middle of a pandemic.” This growth is mainly driven by clients from industries that have seen increased demand, such as telco and e-commerce. Growth was also seen as Alorica continued to hire amid the pandemic, even welcoming workers who have been displaced from pandemic-impacted industries such as hospitality and travel.

 

Returning demand for offshoring

Painting an equally positive picture for the broader contact center industry, Borja sees demand for offshoring—the practice of outsourcing operations overseas—returning to the Philippines, and along with it, a spike in the need for contact center employees as well as digital solutions.

As that continues to happen, Borja says, Alorica is ready as ever. The company has moved beyond the traditional voice-based services, and continues to innovate in its offerings to help optimize the customer experience. Content moderation, CX analytics, and other cloud-based, multi-channel solutions make up Alorica’s broad portfolio to meet client requirements.

 

“The nice thing about being part of an experienced and scalable company is that you're able to fulfill your promise towards career growth and progression, which has consistently been demonstrated across our leadership team.”

 

Alorica in the Philippines continues to grow and hire for roles spanning customer experience operations and corporate support functions. To find out more about our job opportunities, visit our career page at www.alorica.com/careers/philippines/.

 

Alorica partners with DOT and DOLE for Tourism Job Fair

Alorica Inc., a global leader in customer experience solutions, recently forged strategic partnerships with the Department of Tourism (DOT) and the Department of Labor and Employment (DOLE) to collaboratively address the needs of thousands of displaced job-seekers and workplace safety.

 

DOT x Alorica Job Fair 

With the goal of supporting those seeking a career change into the BPO sector, Alorica and the DOT, through the initiative of the IT and Business Process Association of the Philippines (IBPAP) wherein the former is a member, have come together to mount the DOT x Alorica Job Fair, a virtual event that seeks to attract workers from the tourism and food and beverage industries who may have encountered employment challenges amid the pandemic. Offering seasonal and permanent BPO employment opportunities, the next leg of this job fair will be on August 24, 2021.

 

DOT Secretary Berna Romulo-Puyat recognized the country's world-class tourism workforce and underscored the tourism department’s mandate of providing technical assistance to tourism workers affected by the pandemic. She remarked, “The Department of Tourism is thankful for the participation of BPO industries in this event, first conducted in September 2020. I am confident that the caliber and values of our tourism workers will be a great asset to your company. Deserving participants will surely gain renewed hope as they slowly rebuild their livelihood and likewise acquire potential career growth."

 

Interested candidates may register online via https://tinyurl.com/AloricaDOT where they will receive a notification for their interview dates, with August 24, 2021 as the exclusive date for live interviews and engagements with Alorica. Visitors may also check out Alorica’s live virtual booth at https://tinyurl.com/Aug24DOT.