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 implementing required systems, procedures, and programs to consistently meet Alorica standards for quality, productivity, and customer satisfaction.

Responsibilities

• Oversees performance and quality standard reviews to ensure outcomes meet client expectations. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.
• 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. Regular supervision is exercised over Team Managers, Senior Team Managers, or Operations Managers.

Knowledge, Skills and Abilities

• Minimum three years of proven managerial experience within the Call Center industry is required.
• Leadership & Operational management experience.
• Strong organizational and strategic planning skills. Ability to communicate across functional lines. Excellent interpersonal relations.
• Ability to coach and develop program management to drive program performance.
• Full schedule availability.
• Position to work on-site (GDL).