Lead Customer Experience Agent
About The Position
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. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.
Requirements
- High School Diploma or GED required
- Generally 2 – 4 years of experience in related area of responsibility in the call center industry
- Considerable knowledge of product/procedures
- Minimum of six (6) months of experience on the specific program/account
- Fluency in program specific language
- Good attendance and flexibility required
- Other client specific requirements as necessary
- Knowledge of Microsoft Word, Excel (or similar Windows based software)
- Ability and willingness to assume responsibility for producing desired results through other people
- Ability to accomplish multiple tasks of varying priority within allotted time frames
- Must be able to demonstrate and communicate best practices to others effectively
- Strong interpersonal and customer service skills
- Excellent oral and written communication skills
- Need at least 7 years background in Quality
Nice To Haves
- graduation from a college with an Associates degree preferred
Responsibilities
- Receives and handles calls
- Responds to customer inquiries that go beyond typical scripted responses
- Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals
- Provides immediate feedback to customers problems/concerns using proper telephone etiquette
- Attends scheduled meetings as required by the Team Manager
- Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance
- Monitors and provides agents with feedback on quality using standard coaching methods
- Assists in delivering team briefings and huddles
- Makes attempts to resolve issues and deescalate issues from dissatisfied customers
- Assumes responsibility (leads) for producing desired performance results
- Takes the lead in applying new processes and teaching them to others
- Supports Team Manager with reporting requirements.
- May perform other specific duties as necessary and required by program/account
- Maintain Quality Assurance Performance Standards
- Strive to meet or exceed productivity goals
- Maintains and updates customer information as necessary
- Analyze performance data to identify trends, gaps, and improvement opportunities
- Prepare and maintain quality reports, dashboards, and scorecards
- Provide actionable feedback and coaching recommendations to agents and team leads
- Collaborate with operations and training teams to improve processes and KPIs
Benefits
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Career development through Alorica Academy's open-access courses
- Real opportunities to grow within a global organization
- Access to our employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
