Alorica - Manager - Operations

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.

Description :

Job Summary:

- Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

Key Job Responsibilities:

- Oversees all aspects of team member training and development related to programs and client needs

- Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.

- Manages all financial and budgeting responsibilities of operational support division.

- Oversees performance and quality standard reviews to ensure outcomes meet client expectations.

- Troubleshoots and creates action plans to quickly and effectively address problems.

- Identifies process improvement opportunities to drive operational efficiencies operation.

- Monitors all key metrics in support of meeting/exceeding initiative objectives.

Other Related Duties:

- Maintain positive, consistent, and effective communications with staff and Senior Leadership teams

Other Duties as Assigned

Minimum Education and Experience:

- Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience

- Extensive experience in management and operations management in a customer service or call center environment.

Knowledge, Skills and Abilities:

- Strong organizational and strategic planning skills.

- Client advocate with strong customer service skills.

- Ability to coach and develop program management to drive program performance.

- Flexibility and versatility in problem analysis and resolution requiring attention to detail.

- Ability to communicate across functional lines.

- Ability to analyze and interpret qualitative and quantitative data

- Excellent interpersonal, written and oral communications and organizational skills.

Work Environment:

- Flexibility in hours and days to support program needs