Team Manager Customer Experience | WAH

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.

JOB SUMMARY
This is a remote role. 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 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

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