Operations.Operations Support.Customer Experience Associate-Acting - Alphaland - 2FTE - I
Alorica Inc.
Makati City, Makati City, PH
4d ago

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

Provide Coaching support to the new hire and experienced agents to impact customer experience positively.Monitor, document and report performance improvement initiatives for assigned account(s) and / or programs(s).

Provide specific feedback and analysis to supervisory and management staff to help identify areas of opportunity and develop key improvement initiatives impacting Customer Experience.

JOB RESPONSIBILITIES

  • Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members.
  • Support supervisory staff in their coaching efforts and provide coaching assistance as needed.

  • Perform analysis and report results of key improvement initiatives to Operations and the Training organization.
  • In line with business requirements, conduct reviews of agent performance to ensure adherence to defined processes and client service standards and requirements.
  • Evaluates team / shift performance against performance parameters.
  • Participate in internal and external client monitoring / calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
  • As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
  • Support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
  • 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.
  • JOB REQUIREMENTS

    Minimum Education and Experience :

  • Minimum of two (2) years university required and two (2) years’ work experience or Bachelor's Degree preferred.
  • Previous call center / BPO experience preferred. Prior quality assurance and / or monitoring experience a plus.
  • Knowledge, Skills and Abilities :

  • Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
  • Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
  • Ability to coach and provide constructive feedback on proper process and techniques.
  • Detail oriented.
  • Strong organization and time management skills.
  • Proficient personal computer skills including Microsoft Office.
  • Excellent listening and problem-solving skills.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to adapt to a flexible schedule.
  • Ability to maintain the highest level of confidentiality.
  • Work Environment :

  • Office environment.
  • Physical Demands :

  • Ability to lift and / or move 20 pounds with or without accommodation.
  • 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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