Team Manager Customer Experience - BPO/Call Center Experience Required (Pipeline)

**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

+ **BPO/Call Center Experience required**

+ **Retail/Online Customer Service experience preferred**

**Must live in one of the following locations: 100% Remote/Work at Home**

o **Florida**

o **Georgia**

o **South Carolina**

o **North Carolina**

o **Virginia**

o **Texas**

o **Idaho**

o **Tennessee**

**Minimum Education and Experience:**

High School Diploma or GED required.

Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

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.

Successful completion of two management level interview

Time management skills and computer proficiency

Objectivity, professionalism, and maturity

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

**Equal Opportunity Employer - Veterans/Disabled**

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