Regional Facilities Manager

Alorica•Hialeah, FL

4d•Remote

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

Planning and operational management of all physical sites supporting the company’s call center operations.
Ensuring facilities are safe, efficient, scalable, and designed to enable high-performance customer service delivery across all locations.
Overseeing maintenance, space planning, vendor management, capital projects, and workplace experience initiatives.

Responsibilities

Lead facilities operations across multiple call center sites.
Partner with senior leadership to ensure physical environments support productivity, employee engagement, and service levels.
Establish facility standards, policies, and best practices across all locations.
Oversee day-to-day operations including maintenance, repairs, janitorial services, building systems (HVAC, electrical, plumbing) and chairs.
Ensure all facilities operate efficiently with minimal disruption to call center operations.
Implement preventive maintenance programs to maximize asset life and reduce downtime.
Collaborate with WF and Operations to design workspace solutions that optimize seat utilization, scheduling models (e.g., hybrid/onsite staff), and workflow.
Manage space planning for call center floors, training rooms, and support areas.
Ensure ergonomic and compliance standards are met for high-density contact center environments.
Negotiate and manage service contracts for facilities vendors, including cleaning, security, maintenance, and utilities.
Ensure cost efficiency while maintaining high service levels.
Monitor vendor performance and compliance with SLAs.
Ensure compliance with all local, state, and federal regulations (OSHA, building codes, fire safety, ADA).
Lead workplace safety programs and emergency preparedness planning (business continuity, disaster recovery for call center operations).
Conduct regular inspections and audits to ensure risk mitigation.
Develop and manage facilities budgets.
Identify cost-saving opportunities without compromising service quality or employee experience.
Track and report on key financial metrics and ROI for facility investments.
Ensure facilities support uninterrupted call center operations, including backup power, redundancy, and contingency plans.
Partner with IT and Operations to maintain uptime and operational resilience.
Support rapid response to outages, emergencies, or operational disruptions.