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Operations Team Manager

Alorica Jackson, MS
  • Expired: September 27, 2019. Applications are no longer accepted.

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 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
Completion of Team Manager Onboarding
Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
1. excellent oral and written communication skills
2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
4. successful completion of two management level interview
5. time management skills and computer proficiency
6. objectivity, professionalism and maturity
7. flexibility and demonstrated ability to adapt well in a changing environment
Preferred (not required):
Bachelor 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
*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 ABOUT ALORICA
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Alorica

Address

Jackson, MS
39203 USA