ALORICA ACADEMY HOME PAGE (Connect and learn more about Step Up Programs, view different keys roles and competencies required)

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 

Performs extensive levels of managing operational performance against client requirements.  Responsible for influencing departmental strategy and managing the daily operations of the department business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet Alorica standards for quality, productivity and customer satisfaction. Regular supervision is exercised over Team Managers, Senior Team Managers or Operations Managers. 

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 

JOB REQUIREMENTS 

INTERNAL APPLICANTS MUST MEET THE FOLLOWING REQUIREMENTS: 

To be considered you must meet the following criteria: 

You must have worked at Alorica for a minimum of six months (or tenured in your most recent position for 6 months).  You must be meeting expected performance metrics in your current position.  You do not have any Active Final Corrective Actions or Warnings. 

If you are not sure of your status, please check with your Manager or Human Resources Partner.                                                                                                                      

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 
• Work performed in a climate-controlled call center environment or corporate office 
Physical Demand 
• Frequent travel 
 

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. 

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.