FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
ALORICA - Human Resource
Management Case
Subject:
MGT1106 - Human Resource Management
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
TABLE OF CONTENTS
3. Executive Summary....................................................................................................3
4. Company Background.............................................................................................. 3
5. Mission / Vision...........................................................................................................4
6. Goals/Objectives.........................................................................................................4
7. DISCUSS:.....................................................................................................................5
7.1 SWOT ANALYSIS................................................................................................. 5
7.2 FOUR NORMAL FUNCTIONS OF HR..................................................................6
7.3 FOUR HR ISSUES OF THE COMPANY...............................................................8
7.4 FOUR Suggested Solutions................................................................................. 9
8. Conclusion/Recommendation................................................................................. 10
9. References.................................................................................................................11
10. Résumé.................................................................................................................... 13
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
3. Executive Summary
Alorica, one of the top global companies in the category of customer
management and Business Process Outsourcing (BPO), faces some of the common
human resources (HR) issues which include the lack of satisfactory compensation and
benefits, negative HR policies and relationships with the employees, a feeling that there
is no growth in career or development as an employee, and a stressful atmosphere with
some management problems. Alorica needs to hint at feasible steps, among them being
review of HR policies and practices which is a tool to resolve conflicts and provide good
career progression, making sure that employees are well compensated and improving
management competences through training and support. Alorica can create a good
work environment, improve the satisfaction of the employees and finally the company
will perform better and the employees will stay more in the company if they prioritize
these solutions.
4. Company Background
Alorica is a leading provider of customer management and Business Process
Outsourcing (BPO) service solutions spanning the entire customer lifecycle. From
customer acquisition and sales, customer care and support, to logistics and fulfillment.
Alorica offers a seamless customer experience across all service channels. Alorica's
award-winning
Business
Process
Outsourcing
services
span
both
the
Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all
industries for Fortune 1000 companies. Alorica has more than 100,000 employees in
120 locations across 14 countries around the globe. Services provided by Alorica
include; Customer relationship management, financial care, Healthcare solutions, and
digital services.
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
5. Mission / Vision
At Alorica, our mission is simple: to deliver insanely great customer experiences.
We’re making lives better. We combine passionate people with powerful solutions.
6. Goals/Objectives
Widen International Sales and Customer Base.
Alorica expanded its line of products when it acquired West Contact Services in 2015
for the purposes of widening its horizons in the BPO industry (Alorica About Us, n. d. ).
Enhance Corporate Social Responsibility
Alorica is also a big supporter of philanthropy, employee support, and environmental
sustainability through its non-profit partner MLBA (Alorica Shares Corporate Social
Responsibility Momentum, n. d. ).
Promote Diversity, Equity, and Inclusion
In 2020, Alorica started the Diversity and Inclusion Council that was a catalyst to
integrate its values into the organization ( Alorica Shares Corporate Social
Responsibility Momentum, n. d.).
Leverage Innovative Technologies
Alorica strives to bring together the best people and the latest technologies to provide
the best customer experiences (Alorica | Customer Service BPO Leader, n. d. ).
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
Expand Service Offerings
Alorica maintenance of a suite of services such as customer service, financial solutions
and digital services serves clients across all industries (Valuing Alorica, n. d. ).
7. DISCUSS:
7.1 SWOT ANALYSIS
Strengths
-
Biggest BPO Company in the Philippines
-
Recruitment Process (is inclusive and persuasive)
-
Trusted Company for Investors
-
Efficient and Qualified Employees
-
Top Management Experienced in Operations, Sales, and Customer
Relationship Management
-
Wide Customer Base
-
Good Relationship with Customers
Weaknesses
-
Weak Management-Employee Relationship
-
Location Change
-
High Employee Turnover
Opportunities
-
Big Market for BPO in Philippines
-
Population Growth
-
Globalization
-
Improvement in Economy
-
Growth of E-commerce and Social Media Marketing
-
Caters to Diverse Industries
-
High Competition
-
Inflation
Threats
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
-
Labor Laws
-
Decrease in Disposable Income
-
Changing Customer Needs and Wants
-
Legislation (increased taxes)
7.2 FOUR NORMAL FUNCTIONS OF HR
Recruitment and Hiring
With over 100,000 employees globally being one of the big BPO companies
globally. The company dedicates a recruitment team that are responsible for attracting,
screening, and hiring potential employees with aligned talents and expertise meeting
their workforce needs across the organization. Alorica prioritizes the fit of the applicant
towards the work type that the person will be screened for and potentially hired for,
allowing employees to be in their best position and proficient in work-related projects
while decreasing the dissatisfaction of employees with their work (Alorica, n.d.-a).
Employee Training and Development
Alorica prioritizes the deliverance of its exceptional customer experience by
investing in advanced training programs focusing on upskilling and developing the
knowledge and skills of employees in their fields of customer service, sales, operations,
and the use of technologies and systems in the company. Its employee training program
combines culture and brand immersion with interactive learning to keep employees
connected with the organization. Also, prioritizing feedback from internal staff provides
them with the best assistance to increase the retention of employees in the company
(Alorica, n.d.-c).
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
Compensation and Benefits Administration
Alorica holds an HR team handling compensation structures, payroll processing,
and administration of employee benefits to attract and retain a talented workforce.
Alorica offers employee benefits and compensation, focusing on employee involvement,
recognition, and perks. These benefits encourage career growth in a healthy working
environment, including culture committees, contests, and volunteering in the community.
Whereas, employee achievements are celebrated with recognition initiatives, leadership
development, and milestone programs for employee loyalty. Meanwhile, their
compensation provides tuition reimbursement and employee discounts and likely
provides insurance, such as a 401(k) retirement plan and a flexible spending account
(Glassdoor, n.d.).
Compliance and Employee Relations
Alorica places great importance on data privacy, intellectual property protection,
and confidentiality. Whereas, vendors must keep confidential information secret within
the company, handle personal data based on its regulations, and refrain from using
intellectual property without permission. Furthermore, the company ensures the staff are
compliant with workplace rules, maintains transparency, and keeps specific records for
audit purposes. Thus, this involves performance management, trustworthy, and
transparency within the company (Alorica, n.d.-b).
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
7.3 FOUR HR ISSUES OF THE COMPANY
Inadequate Compensation and Benefits
There are few reviews that state the pay offered by Alorica is often below the
industry standards making it hard for workers to fulfill their financial obligations. As such,
this may lead to dissatisfaction, high staff turn over and difficulties in attracting and
retaining top talent.
Poor HR Policies and Employee Relations
One review states that there is a “POOR HR DEPARTMENT” which seems to
suggest problems in dealing with employees’ complaints. Ineffective HR policies and
practices can create a toxic work environment as well as kill employee morale.
Lack of Career Growth Opportunities
A review argues that there are very limited chances for promotion offered within
the entity. Motivation can be considerably undermined among personnel who have no
clear career ladder; thus quitting rates will be very high.
Stressful Work Environment and Management Issues
Other reviews mention highly stressful working conditions, dealing with customer
abuse on an everyday basis, and poor/rude management as common issues at Alorica.
Poorly supportive managers along with heavy workload could lead to poor health
conditions of employees as well as decreased productivity.
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
7.4 FOUR Suggested Solutions
Make Sure All Employees Are Adequately Rewarded
Alorica should carry out a comprehensive assessment of what is obtainable in
the industry and adjust remunerations as appropriate. This could take the form of
boosting base salaries, giving performance related bonuses and bettering welfare
schemes like health care and pensions. The satisfaction and retention of employees
can be enhanced by making sure that they feel properly compensated for their efforts.
Revise HR Policies and Practices
Alorica needs to spend on upgrading its HR department so it can better attend to
employee problems as well as complaints. It must put in place systems that are
interacting towards conflict resolution, performance evaluation, career progression
which will ultimately lead to a good working environment with strong labor relations
among employees. Moreover, HR staff ought to engage more in training such areas as
empathy, active listening skills and conflict resolution techniques.
Encourage Career Progression
Alorica needs to spell out possible job advancement paths for its workers. These
may include training programs, mentorship initiatives plus internal job advertisements so
as to enable employees to learn new skills and grow professionally. When this company
demonstrates its commitment to developing human resources through corporate culture
investment it invariably leads to increased morale within individuals hence reduction of
turnover rates at the organization.
Improve Management Practices and Work Environment
It's time for Alorica to address the management issues and create a desirable
workplace. It should be incorporated through educating them on how to do proper
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
leadership, effective communication, and conflict resolution. Moreover, they should
introduce wellness programs or flexible work arrangements to increase the productivity,
well-being, and satisfaction of the employees. While feedback from employee surveys
and town hall meetings is a way to help identify and address management-related
issues in the company, regular feedback can only be done through employee surveys
and town hall meetings.
8. Conclusion/Recommendation
In conclusion, even though Alorica is one of the best BPO companies in the
industry with a large service range and a global presence, it is still facing human
resource issues like inadequate compensation, poor policies, limited career growth, and
stressful working conditions. To obtain success at it the best is to examine and alter
payroll, modernize HR policies, submit true career paths and strengthen management.
Emerging from this is the happiness of the workforce which enhances the agency's
competitive advantage and ensures a healthier working environment suitable for the
customer care services.
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
9. References
About Alorica - Benefits, Mission Statement, & Photos | JobSage. (2022, July 5).
Alorica. https://www.jobsage.com/companies/about/alorica
Alorica. (n.d.-a). Recruiting with Alorica. Default. Retrieved May 13, 2024, from
https://www.alorica.com/insights/resource/recruiting-with-alorica-talent-matching-t
echnology
Alorica. (n.d.-b). Terms and Conditions MASTER TERMS AND CONDITIONS FOR
PURCHASE
ORDERS.
Retrieved
May
13,
2024,
from
https://www.alorica.com/docs/default-source/procurement/alorica-po-terms-ph-fin
al_ati.pdf?sfvrsn=6c87ce0b_3
Alorica.
(n.d.-c).
The
Alorica
Way.
Retrieved
May
13,
2024,
from
https://www.alorica.com/docs/default-source/fact-sheet/alorica-way-fact-sheet_al
or-20-100.pdf?sfvrsn=969199cd_1
Alorica | Customer Service BPO Leader. (n.d.). Default. https://www.alorica.com/b
Alorica
Mission,
Vision
&
Values.
(n.d.).
Comparably.
https://www.comparably.com/companies/alorica/mission
Alorica. (2021, March 1). Alorica Shares Corporate Social Responsibility Momentum,
Including
$6.5
Million
Employee-Driven
Donation
Milestone.
Default.
https://www.alorica.com/news/detail/alorica-shares-corporate-social-responsibility
-momentum-including-6-5-million-employee-driven-donation-milestone
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
Glassdoor.
(n.d.).
Alorica’s
Compensation
and
Benefits.
Glassdoor.
https://www.glassdoor.com/Benefits/Alorica-US-Benefits-EI_IE17814.0,7_IL.8,10
_IN1.htm
Glassdoor. (2024). Payroll Issues - Customer Service Representative Alorica Employee
Review.
https://www.glassdoor.com/Reviews/Employee-Review-Alorica-RVW39620437.ht
m
Indeed.
(n.d.).
Alorica
Customer
Service
Representative
Review.
Indeed.
https://www.indeed.com/cmp/Alorica/reviews/system-issues-poor-management?i
d=708fb6f9eee4237c
Indeed.
(2024).
Alorica
Management
Reviews.
Indeed.
https://www.indeed.com/cmp/Alorica/reviews?ftopic=mgmt
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
10. Résumé
MAYAR FR BANI
Address: 108 Benavidez Street, Legazpi Village
Makati, 12242 Metro Manila
Contact number: +639279662419
Email address: Mayarbani3@gmail.com
Objective:
As a sophomore pursuing a Bachelor of Science in Business Administration with
a focus on Financial Management, I've discovered the profound impact of active
participation in seminars, volunteering as well as joining organizations. These
engagements provide me with the much-needed chance to hone my skills and learn
more about various specialized areas within financial management. Integrating
theoretical knowledge gained from my coursework with practical experiences drawn from
workshops and seminars, I am building a solid base for career success in specific
financial disciplines.
Professional Experience
2021-2018: I thought elementary students English
I was on the volleyball team for Fatat Althoura
I was on the volleyball team for Madrasat Altaqadum
Organization and Affiliations:
FEU University Peer Counsellors (PEERS) Sponsorship Executive Committee 2023 2024
FEU student council student welfare and grievances department executive committee
2023 - 2024
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
Skills:
Connect with Others: I'm good at creating strong connections with others by nature. My
ability to communicate effectively has been a huge asset in my line of work since it has
helped me build relationships with others. I'm pleased of my ability to build an effective
environment and clear communication. I've frequently used these skills to assist me in
achieving my goals.
Adaptability: I do best in fast-paced situations and have a track record of making quick
adjustments to changing conditions. I am aware that student life can be diverse and
always changing, and I welcome these changes as chances for development
.
Creativity: My approach to problem-solving is based on creativity. I enjoy the
opportunity to think creatively, come up with original solutions, and investigate new
possibilities. I'm sure that my ideas and viewpoint will help the student council come up
with novel solutions, improving our capacity to respond to student issues and organize
exciting events.
Leadership: I'm passionate about this quality, and I've had the honor of exercising it
both within and beyond the classroom. I think it's important to enable and motivate
people to realize their maximum potential. I'm excited to assume leadership
responsibilities within the student council, setting a good example and promoting an
atmosphere where everyone's voice is heard and acknowledged.
Problem-Solving: My commitment to analyzing difficult problems, finding their root
causes, and coming up with workable solutions has earned me a reputation for being an
adept problem-solver. I view difficulties as chances for growth and learning, and I have
faith in my capacity to come up with creative solutions to problems involving students.
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
ANDREI DARLENE O. GONZALES
Address: 3020 Gen. Aguinaldo St. Brgy. South Cembo, Taguig, 1214
Mobile Number: +639279471597
Email Address: andreidarlenegonzales@gmail.com
As a 2nd Year BSBA Entrepreneurial Management Student, I realized that participating
and volunteering in various seminars, organizations, and affiliations develops new skills and
knowledge that can enhance and aid in the development of specialization in specialized
endeavors. My knowledge includes a combination of academic insights from my course BSBA
ENT. MGT. with practical experiences gained through seminars, workshops, and active
participation in organizations.
Professional Experience
Educational Attainment
Tertiary: Far Eastern University, SY 2022-Present
Bachelor of Science in Business Administration (Entrepreneurial Management Track)
Secondary Senior High School: Nemesio I. Yabut Senior High School, AY 2020-2022 (ABM)
1679 Escuela, Makati, Metro Manila, 1212
Junior High School: Pitogo High School AY 2016-2020
Negros Street, Taguig, Metro Manila, 1213
Primary: Pitogo Elementary School AY 2010-2016
508 Cebu St, Taguig, Metro Manila, 1213
Seminars & Trainings
Mondelez S.A.L.E.S Camp (Online Workshop for Internship), Dec. 2022 – April 2023
Seminars, March 2023:
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
·
Unleash Your Strengths, Speaker: Ayie Ontonio
·
Chameleon Personality, Speaker: Ralph Lagrilosa
·
How to Set Sales Goals, Speaker: Monty Montealto
·
Nego 101, Speaker: Rani Roque
·
Overcoming Sales Objections, Speaker: Marbz Nazal
·
6STAC, Speaker: Bryan Borlongan
·
Availability Visibility Obsessed, Speaker: Tal Balili-Lanot
·
First 90 Days, Speaker: Jerry Lim
Philippine Startup Week 2023 (Seminars), Nov. 2023
·
Charge to Experience: Startup by Dynamic Pitch, Speakers: Tzar Umang, Angelo
Gillings, Aero Wong, Chris Mendez
·
Certified Digital Negosyo +: Digital Na, Puhunan Pa! by Startup Village, Speakers:
Atty. Marlon Valderama, Ma. Adelfa Lagbas, Aldrin James Cruz
Organization and Affiliations:
·
FEU University Peer Counsellors (PEERS) Sponsorship Executive Committee
2023 - 2024
·
FEU Business Oriented Student Society (B.O.S.S) Logistics Protégé, 2022 - 2024
Skills:
·
Multitasking: I learned how to multitask to handle multiple tasks at the same time, which
increases productivity and adaptability in fast-paced environments.
·
Creativity: My creativity and curiosity spark unique ideas, encouraging problem-solving
and personal growth, fostering positive change in myself and those I interact with.
·
Interpersonal Skills: I worked on my interpersonal skills to facilitate teamwork, create a
harmonious work environment, ensure successful collaborations, and prevent conflicts in
both professional and personal settings.
·
Leadership: I developed leadership skills to guide, inspire, and influence others toward a
common vision or goal to successfully collaborate on projects and complete them with
quality.
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
MALEIHA B. MOPAC
Address: #210, Cagayan De Oro Street, Maharlika Village
Taguig City
Contact Number: 09182764334
E-mail Address: mopacmaleiha16@gmail.com / 2016831601@feu.edu.ph
Objective:
Highly motivated marketing student, seeking a marketing coordinator position at your
office that will meet and exceed the organization’s goals and its objectives.thrives in a
fast-paced environment that requires the ability to manage and prioritize various projects within
time limits offering strong skills in data analysis and social media marketing.
WORKING EXPERIENCE:
Special Program for Employment Services (SPES)
Mr. Eduardo Villano
City of Cotabato
SCHOOL ORGANIZATIONS:
MUSLIM STUDENT ORGANIZATION
VICE PRESIDENT
2014-2015
CITIZENSHIP ADVANCEMENT TRAINING (CAT)
2014-2015
GIRL SCOUT OF THE PHILIPPINES
2011-2015
READERS THEATER CLUB
2013-2015
Educational Background:
Tertiary:
FAR EASTERN UNIVERSITY
Sen. Gil Puyat Ave, Makati City, Metro Manila, Philippines
2022-2024
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
Secondary:
COTABATO CITY NATIONAL HIGH SCHOOL-MAIN CAMPUS
Sinsuat Avenue,Cotabato City, Philippines
2011-2015
Primary:
VILO ELEMENTARY SCHOOL
Don Abelardo Street, Cotabato City, Philippines
2005-2011
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FAR EASTERN UNIVERSITY
Institute of Accounts, Business and Finance
Business Administration Department
LYANN PATERES
Email: lyannpateres@gmail.com/ 2023057941@feu.edu.ph
Phone: +639092726591
Address: Verve Residences Tower 2 Bonifacio Global City 1226, Taguig, Philippines
Objective: Dynamic and results-oriented Virtual Assistant with experience in the medical field
and BPO industry. Seeking to leverage strong organizational and communication skills to
provide exceptional support to clients and contribute to their success.
Work Experience:
Virtual Assistant 2023-2024
●
●
●
Supported medical professionals with administrative tasks such as appointment
scheduling, email management, and data entry.
Managed patient inquiries and ensured timely responses, maintaining a high level of
professionalism and confidentiality.
Assisted with medical billing and coding, ensuring accuracy and compliance with
regulatory requirements.
BPO Representative 2020-2022
●
●
●
Handled inbound and outbound calls for a diverse range of clients, providing customer
support and resolving inquiries efficiently.
Demonstrated excellent communication skills to engage with customers and address
their concerns or questions.
Met and exceeded performance targets, consistently achieving high customer
satisfaction ratings.
Education:
Secondary: Sto.tomas National High School
Sto.tomas Davao Del Norte, Philippines
Tertiary: Far Eastern University Makati SY 2023
Sen. Gil Puyat Ave, Makati City, Metro Manila, Philippines 2022-2024
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