Operations Performance Manager

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Requisition ID: 130330
Job Category: Operations
Location: United States-Florida-Plantation-WAH Backoffice
Posted Date: 3/2/2018 9:00:35 PM

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.

Manage business activities for multiple sites on behalf of the Vice President, including Profit and Loss Support, reporting and analytics, workforce planning and supporting business initiatives.


• Provide business management, identify and manage key financial and operational activities and initiatives
• Profit and Loss support and financial support to identify and drive improvements at a site and program level
• Research and provide weekly inputs for all line items of the Profit and Loss and provide updates on forecasting calls with Finance
• Track and provide accurate information for forecasting, planning, accruing, auditing and trending
• Ensure all expenses are in line with revenue targets at all times
• Provide monthly executive summary to operations leadership including monthly and year-to-date trends, analysis and action plans to be implemented
• Partner with Finance, Workforce Management and Operations to support and improve financial forecasting for all site programs
• Partner with the business reporting team to ensure site and program level reporting and data is accurate, timely and automated for each program
• Perform analysis on statistical outliers and unbillable hours to identify and drive action plans for improvement at the agent and front line management levels
• Track and provide regular input to Workforce for ongoing seat and capacity changes by line of business
• Partner with Client Services, the client, Workforce and Operations to ensure accurate information is being provided for capacity, schedules and hours of operation
• Conduct ongoing analysis and suggest solutions to improve occupancy, shrink and production efficiencies
• Coordinate and support performance improvement, business initiatives and new program management and implementation
• Provide overview of launch activities to Site Directors and Vice Presidents and drive resolution of open issues
• Participate in business reviews and partner with Operations and Client Services to quantify all financial data with trending and analysis


Minimum Education and Experience:
• Bachelor’s Degree in Business or Finance or equivalent in relevant work experience
• Four (4) or more years of Operations Management experience, including at least three (3) years of influencing and leading others in a call center environment required
• Prior client management experience in the service industry preferred

Knowledge, Skills and Abilities:

• Excellent knowledge and understanding of P&L Management
• Proven analytical and problem solving skills with the ability to turn analyses into action plans and manage to completion
• Ability to communicate effectively and provide influence across all levels of management
• Proficient personal computer skills including Microsoft Office
• Excellent interpersonal, written and oral communications skills
• Ability to adapt to a flexible schedule
• Ability to maintain the highest level of confidentiality

Work Environment:

• Office environment

Physical Demands:
• Ability to lift or move 20 pounds with or without accommodation
• Ability to travel

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.


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