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.
Manage all operational activities for large and / or very complex client programs within company and client guidelines and policies.
Coaches and develops management staff to achieve optimal performance and exceed company goals / financial performance. Serve as operations point of contact for client(s) and ensure achievement of client-
specific Key Performance Indicators (KPI’s).
Responsible for managing assigned programs to ensure both the client KPI's and company expectations are met through effective business plan strategy development / deployment, maintaining positive client relationships, people management, and prudent financial management.
Communicate with client regarding KPI performance and action plans. Manage and build client relationships at all levels.
Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.
Hold regular team meetings with direct reports to review previous day / week / month program performance and provide guidance regarding future performance in order to continuously improve results.
Analyze profitability of program(s) by reviewing Profit & Loss (P&L) statements and comparing forecasted revenue to actual and explaining variances.
Make adjustments as necessary.
Provide regular feedback to Director, Operations and other members of the management team regarding program performance.
Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.
Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
Ensure all positions are staffed appropriately to meet client requirements.
Drive and participate in projects which support in identifying and acting on opportunities that improve the quality, safety, cost effectiveness, and value of the service we provide to our clients and our employees.
Communicate client and company goals and metrics with team members to deliver high level of customer service.
Execute short and long term performance goals developed by Senior Management Team.
Collaborate with respective Operational Support Teams to train employees to meet Client demands.
Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
OTHER RELATED DUTIES
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Minimum Education and Experience :
Bachelor’s Degree in Business or other related major or equivalent relevant work experience required.
4 years related operations experience required, inclusive of at least 3 years supervisory experience. 6 years related operations experience preferred.
Prior management experience in a call center environment and / or proven experience within a senior leadership role with broad scope of responsibility, including P&L management required.
Previous client-facing and / or account management experience required.
Knowledge, Skills and Abilities :
Proven Strategic, Operational and Financial Management skills required.
Ability to communicate and build relationships across all levels of employees and with client.
Strong knowledge of call center operations, including technical requirements and KPI measurement and standards.
Strong understanding of financial reports and forecasting.
Ability to analyze processes and develop valid solutions to resolve issues at hand.
Ability to address all concerns in a consistent and fair manner.
Ability to prioritize and organize work in a multitasked environment.
Ability to maintain the highest level of confidentiality.
Strong project management skills.
Proficient personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills.
Excellent judgment, reasoning, and problem solving skills.
Work Environment :
Physical Demands :
Ability to lift and / or move 20 pounds with or without accommodation.
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.