Job Information
Alorica Team Manager Customer Experience - WAH in Madison, Alabama
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
This is a remote role. Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.
JOB RESPONSIBILITIES
• Provides regular supervision and mentorship over subordinate staff
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
• Facilitates daily agent coaching and development sessions in both written and verbal format
• Participates in client related activities to include client calibration sessions and project planning
• Identify and address agent training needs
• Manage team’s time entry to ensure 0% discrepancy rate
• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
• Manage financial implications of attrition and attendance by maintaining program-specific goals
• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
• Completion of weekly Team Manager Scorecard for review with Operations Manager
OTHER RELATED DUTIES
• Diffuse irate customer calls as applicable
• Provide agent support via handling escalated calls, as needed
• Maintain up-to-date employee files and documentation
• Ensure high level customer service is being practiced by all subordinate staff
JOB REQUIREMENTS
Minimum Education and Experience:
• High School Diploma or GED required
• Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
excellent oral and written communication skills
strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
successful completion of two management level interview
time management skills and computer proficiency
objectivity, professionalism, and maturity
flexibility and demonstrated ability to adapt well in a changing environment
Preferred (not required):
• bachelor’s degree desirable
Licenses and/or Certifications:
• None
Knowledge, Skills and Abilities:
• Excellent oral and written communication skills
• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
• Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
• Time management skills and computer proficiency
• Objectivity, professionalism and maturity
• Flexibility and demonstrated ability to adapt well in a changing environment
• Previous sales experience preferred
Work Environment:
• Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).
Physical Demands:
• None
We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.
Equal Opportunity Employer - Veterans/Disabled