Team Manager
Alorica 4,955 reviewsOwensboro, KY
GET TO KNOW ALORICA.

Alorica is one of the biggest companies you’ve never heard of. 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 over 90,000 employees in more than 100 locations around globe.

Working at Alorica means having the freedom to explore all kinds of career opportunities. You can choose from several positions – customer service, tech support, management – serving a wide variety of clients in healthcare, insurance, finance and consumer technology. And you can choose to work at a site, work from home, stay where you are or transfer to a totally new location.

Alorica offers fun, challenging opportunities for personal and professional development. We want you to have fun and succeed, because when you’re at your best, that’s when we’re at our best.

Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.

You ready? Let’s do this.

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.

Job Functions

% Time

Staff Development, Mentoring

50%

Daily Progress Reporting

25%

Quality Assurance/Process Improvement

15%

Daily Client Program Operations Management

5%

Key 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

Qualifications

Job Requirements

Minimum Education and Experience:

High School Diploma or GED required

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. successful 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

About Alorica:

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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