Join the Leader in the Call Center Business!

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer's precious asset— their customer relationships.

Summary

Responsible to lead effective and profitable results for the team. Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations. 

Key responsibilities

• Provides regular supervision and mentorship over direct reports.
• Ensures regular and effective communication with direct reports on performance, goals, and coaching.
• Facilitate daily agent coaching, guidance, management, and development sessions in both written and verbal format to improve the performance of direct reports.
• Participates in client-related activities to include client calibration sessions and project planning.
• Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.

Qualifications & Requirements

• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
• Advanced English level (B2 in CEFR) and excellent communication skills.
• Time management, leadership and typing skills.
• Minimum 6 months of supervisory experience, mandatory.
• Minimum 6 months of financial background in an agent level and above, mandatory.
• On-site position to work in GDL.