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Alorica Operations Manager in Tucson, Arizona

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.

Description

Job Summary:

Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

Key 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

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 Demands:

• Frequent travel

Equal Opportunity Employer - Veterans/Disabled

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