Temporary Operations Team Manager

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Requisition ID: 124196
Job Category: Call Center
Location: United States-Texas-Universal City-2103 Universal City Blvd Universal City 78148
Posted Date: 4/4/2018 2:02:34 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.
Job Summary
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel. 

  • 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 
WHY JOIN ALORICA?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.  Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.  But please, allow us to entice you further!  As an Alorica employee, you may receive:
  • Paid training
  • Flexible training schedules
  • Medical and dental benefits
  • Paid time off
  • Paid holiday and sick time
  • Retirement planning options (401(k))
  • Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best. 
So what do you say? Ready to take the next step?
 

JOB REQUIREMENTS

Minimum Education and Experience:

  • High School Diploma or GED required
  • Must be able to work M-F 11:30am-8pm; and train M-F 8a-4pm
  • Completion of Team Manager Onboarding
  • Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
1. Excellent oral and written communication skills
2. Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
3. Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
4. Sccessful completion of two management level interview
5. Time management skills and computer proficiency
6. Objectivity, professionalism and maturity
7. 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 
WORKING CONDITIONS
Work Environment:
Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).
Physical Demands:
None
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


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