Job Description - Team Manager Customer Experience (176640) **Job Description**

Team Manager Customer Experience - 176640 **Description**

**GET TO KNOW ALORICA**

At Alorica, we only do one thing make lives better, one interaction at a time. Were a global leader in customer service and experience, serving the worlds biggest brands with tens of thousands of employees in hundreds of locations around the globe.

**JOB SUMMARY**

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 24 subordinate personnel.

**JOB RESPONSIBILITIES**

Provides regular supervision and mentorship over subordinate staff

Ensure regular and effective communication with subordinate staff on performance, goals, and coaching

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 teams 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

**OTHER RELATED DUTIES**

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

**Qualifications**

**JOB REQUIREMENTS**

Minimum Education and Experience:

High School Diploma or GED required

Completion of Team Manager Onboarding

Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

1. excellent oral and written communication skills

2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

4. successful completion of two management level interview

5. time management skills and computer proficiency

6. objectivity, professionalism and maturity

7. flexibility and demonstrated ability to adapt well in a changing environment

**Preferred (not required):**

Bachelor degree desirable

**Licenses and/or Certifications:**

None

**Knowledge, Skills and Abilities:**

Excellent oral and written communication skills

Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

Time management skills and computer proficiency

Objectivity, professionalism and maturity

Flexibility and demonstrated ability to adapt well in a changing environment

**Work Environment:**

Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).

**Physical Demands:**

None

Equal Opportunity Employer - Veterans/Disabled

**Job**

: Operations **Primary Location**

: United States-Florida-Miami Lakes **Work Locations**

: 15001 NW 79th Ct Hialeah 33016 15001 NW 79th Ct Hialeah 33016 **Schedule**

: Full-time **Job Posting**

: 01/03/2022, 3:10:49 PM