Operations Team Manager

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Requisition ID: 120154
Job Category: Operations
Location: United States-Texas-San Antonio-11603 Crosswinds Way Suite 125 San Antonio, TX 78233
Posted Date: 1/26/2018 8:57:09 PM
Overview
This Team Manager is trusted by leading Fortune 500 and government agency clients. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer’s precious asset— their customer relationships.
Reporting Directly to the Sales Operations Manager, this position is responsible for ensuring that service levels, key performance goals and budgets are met on a consistent basis during their predesigned shift.  It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment.  Ability to be self-sufficient and motivated to succeed and lead others to succeed is required!  We are looking for passionate and results oriented Operations Team Manager to create insanely great customer experiences.
 
                                     MAJOR JOB ACCOUNTABILITIES
 
Operations Function
  • Monitor and assist in the overall quality of designated area including supervision, motivation, and development of associates
  • Communicate client expectations to associates
  • Identify and address performance concerns
  • Review and perform quality assurance audits
  • Monitor trends and performance changes concerning current or potential clients
  • Communicate trends, training needs and recommendations to supervisor
  • Assist supervisor with daily workflow and staffing levels
  • Participate in goal setting, incentive programs and reporting
  • Collaborate with IT and Telephony on system outages/concerns
  • Identify and develop team members for succession planning with MSO management
Employee and Personal Leadership Development
  • Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges
  • Promote employee development by establishing performance measures that encourage employees to excel
  • Continually assess personal management skills determining strengths and developing a plan to address areas for growth
  • Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives
  • Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals
  • Assist staff with establishing and attaining career development goals
  • Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility
  • Conduct formal appraisals and performance reviews
  • For staff located within the United States ensure compliance with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
  • Comply with individual country employment laws and regulations based on location of staff
  • Understand and support AAP policies and goals
  • Review and recommend suggestions to management when updates to job descriptions are required as responsibilities change
Project Participation
  • Participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks
  • Create and maintain project files that are well documented and efficiently organized, ensuring files include documentation for each phase of the project which may include project calendar and support documentation detailing project activities, results, implementation, etc.
  • As required, provide project lead with status reports throughout assigned projects detailing project status and timeline
Team Interface/Customer Service
  • Establish and maintain a professional relationship with internal/external customers, team members and department contacts
  • Cooperate with team members to meet goals or complete tasks
  • Provide quality customer service that exceeds customer expectations and improves level of service being provided
  • Treat all internal/external customers, team members and department contacts with dignity/respect
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
MINIMUM QUALIFICATIONS
Applicants for this job will be expected to meet the following minimum qualifications.
 
Education
Must be 18 years of age and possess a high school diploma or GED; however, an Associate's degree from an accredited college or university with major course work in business administration, communications or a related field is preferred.
 
Experience
Candidates need to meet the experience requirements for specific programs:
  • Minimum two years experience in a business-to-business and/or business-to-consumer environment required
  • Minimum one year lead or supervisory experience preferred
Other:
  • Basic knowledge of Word and Excel required
  • May be required to work a schedule that includes nights and weekends
  • May be required to lead the team in the absence of the operations manager
Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.
D/V/F/M EOE
All your information will be kept confidential according to EEO guidelines
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