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 – the ones you love and use every day!

Our team spans hundreds of locations around the globe, with over a hundred thousand awesome employees…and you could be the next one!

Summary

Performs extensive levels of managing operational performance against client requirements. Responsible for influencing departmental strategy and managing the daily operations of the department business area by anticipating, guiding the development of, and implementing required systems, procedures, and programs to consistently meet quality, productivity, and customer satisfaction. 

Key responsibilities

• Oversees all aspects of team member training and development related to programs and client needs.
• Effectively facilitate, coordinate and manage the development and implementation of the client program acting as the primary contact to the client
• Troubleshoots and creates action plans to quickly and effectively address problems.
• Identifies process improvement opportunities to drive operational efficiencies operation.
• Monitors all key metrics in support of meeting/exceeding initiative objectives. 

Qualifications & Requirements

• Minimum 1 year of managerial experience in BPO industry is required.
• Position on-site to work in Tecnoparque CDMX – Candidates must be open to relocate if not currently located in CDMX.
• Advanced English level (B2 in CEFR) and excellent communication skills.
• Excellent leadership, communication skills & strong sense of urgency.