Job Information
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