Operations Supervisor - ULTA

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Requisition ID: 131326
Job Category: Call Center
Location: United States-South Carolina-North Charleston-4275 Bridge View Drive 29405
Posted Date: 4/3/2018 2:00:40 PM
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.                 
RESPONSIBILITIES                                                          
  • Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.
  • Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
  • Maintain accurate documentation and recording in required systems.
  • Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
  • Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
  • Maintain diplomacy and tact when dealing with upset or escalated calls.
  • Ensure all staff track daily calls.
  • Accountable for all decisions, actions, and directives with respect to job responsibilities.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
  • Follow up in a timely manner to ensure customer satisfaction.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
  • Knowledge, understanding, and compliance with the Company's policies and procedures.
  • Participation in Company Programs must meet minimum performance standards.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
  • Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management
JOB REQUIREMENTS
  • Associates Degree or equivalent in relevant work experience.
  • 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred.   
  • Ability to maintain the highest level of confidentiality.
  • Ability to lead, direct, and motivate others.
  • Ability to prioritize and work in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
  • Proficient personal computer skills, including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.

Work Environment

  • Office environment.
  • Ability to lift and/or move 20 pounds with or without accommodation.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

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