Team Manager Customer Experience
GET TO KNOW ALORICAAt 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 SUMMARYPerforms moderate level supervisory work coordinating the operations of a call-service team.
Regular supervision is exercised over 20 - 24 subordinate personnel.
Please review the link below for Internal Training - The Step-Up Program helps prepare you for the next level in your career.
My Career GPS Alorica AcademyJOB RESPONSIBILITIESo Provides regular supervision and mentorship over subordinate staffo Ensure regular and effective communication with subordinate staff on performance, goals, and coachingo Facilitates daily agent coaching and development sessions in both written and verbal formato Participates in client related activities to include client calibration sessions and project planningo Identify and address agent training needso Manage team's time entry to ensure 0% discrepancy rateo Manage program specific performance standards (i.
e.
AHT, Quality Scores, Sales, etc.
)o Manage financial implications of attrition and attendance by maintaining program-specific goalso Manage staffing in accordance with program specific workflow (i.
e.
down-staffing, up-staffing)o Completion of weekly Team Manager Scorecard for review with Operations ManagerOTHER RELATED DUTIESo Diffuse irate customer calls as applicableo Provide agent support via handling escalated calls, as neededo Maintain up-to-date employee files and documentationo Ensure high level customer service is being practiced by all subordinate staffJOB REQUIREMENTSMinimum Education and
Experience:
o High School Diploma or GED requiredo Completion of Team Manager Onboarding My Career GPS Alorica Academyo 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 skills2.
strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance3.
establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives4.
successful completion of two management level interview5.
time management skills and computer proficiency6.
objectivity, professionalism, and maturity7.
flexibility and demonstrated ability to adapt well in a changing environmentPreferred (not required):
o bachelor's degree desirableLicenses and/or Certifications:
o NoneKnowledge, Skills and Abilities:
o Excellent oral and written communication skillso Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performanceo Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectiveso Time management skills and computer proficiencyo Objectivity, professionalism and maturityo Flexibility and demonstrated ability to adapt well in a changing environmento Previous sales experience preferredWork Environment:
o 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:
o NoneWe 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 Recommended Skills Adaptability Administration Calibration Coaching And Mentoring Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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 SUMMARYPerforms moderate level supervisory work coordinating the operations of a call-service team.
Regular supervision is exercised over 20 - 24 subordinate personnel.
Please review the link below for Internal Training - The Step-Up Program helps prepare you for the next level in your career.
My Career GPS Alorica AcademyJOB RESPONSIBILITIESo Provides regular supervision and mentorship over subordinate staffo Ensure regular and effective communication with subordinate staff on performance, goals, and coachingo Facilitates daily agent coaching and development sessions in both written and verbal formato Participates in client related activities to include client calibration sessions and project planningo Identify and address agent training needso Manage team's time entry to ensure 0% discrepancy rateo Manage program specific performance standards (i.
e.
AHT, Quality Scores, Sales, etc.
)o Manage financial implications of attrition and attendance by maintaining program-specific goalso Manage staffing in accordance with program specific workflow (i.
e.
down-staffing, up-staffing)o Completion of weekly Team Manager Scorecard for review with Operations ManagerOTHER RELATED DUTIESo Diffuse irate customer calls as applicableo Provide agent support via handling escalated calls, as neededo Maintain up-to-date employee files and documentationo Ensure high level customer service is being practiced by all subordinate staffJOB REQUIREMENTSMinimum Education and
Experience:
o High School Diploma or GED requiredo Completion of Team Manager Onboarding My Career GPS Alorica Academyo 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 skills2.
strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance3.
establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives4.
successful completion of two management level interview5.
time management skills and computer proficiency6.
objectivity, professionalism, and maturity7.
flexibility and demonstrated ability to adapt well in a changing environmentPreferred (not required):
o bachelor's degree desirableLicenses and/or Certifications:
o NoneKnowledge, Skills and Abilities:
o Excellent oral and written communication skillso Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performanceo Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectiveso Time management skills and computer proficiencyo Objectivity, professionalism and maturityo Flexibility and demonstrated ability to adapt well in a changing environmento Previous sales experience preferredWork Environment:
o 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:
o NoneWe 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 Recommended Skills Adaptability Administration Calibration Coaching And Mentoring Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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