Team Manager Customer Experience - Pipeline
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. HERE’S WHAT THE JOB REALLY LOOKS LIKE Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel. You'll keep the engine running, making sure projects stay on track, processes work the way they should, and teams have what they need to deliver exceptional results. You're the person who sees around corners, anticipates problems, and implements solutions that make everyone's job easier. Your attention to detail and ability to coordinate across teams keeps Alorica operating at the highest level.
Responsibilities
- Provides regular supervision and mentorship over subordinate staff
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
- Meet metrics and goals to ensure client satisfaction
- Facilitates daily agent coaching and development sessions in both written and verbal format
- Participates in client related activities to include client calibration sessions and project planning
- Identify and address agent training needs
- Manage team’s time entry to ensure 0% discrepancy rate
- Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
- Manage financial implications of attrition and attendance by maintaining program-specific goals
- Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
- Completion of weekly Team Manager Scorecard for review with Operations Manager
- Diffuse irate customer calls as applicable
- Provide agent support via handling escalated calls, as needed
- Maintain up-to-date employee files and documentation
- Ensure high level customer service is being practiced by all subordinate staff
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
