ALORICA ACADEMY HOME PAGE (Connect and learn more about Step Up Programs, view different keys roles and competencies required)

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
Team Manager is responsible for interviewing new hires, training, retaining and developing their respective team members. Team Manager is responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability.

Team Manager supports the Supervisor and the operations management team in identifying areas of improvement and running operation.

JOB RESPONSIBILITIES

Build, lead, and support a high performing team of engaged and capable agents to deliver excellent customer service through meeting and exceeding agreed performance standards Ensure regular and effective communication with subordinate staff on performance, goals, and coaching Create an intense performance environment and exhibit a driven leadership style, to ensure key financial, operational, and quality metrics are consistently achieved.  Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.  Provides support via handling escalated calls as needed.  Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment.  Demonstrates company core values and culture. Develop, improve and maintain standards for the security of the online communities, being able to achieve high monthly goals regarding quantity and quality. 

Performance and Staff Management: 

Direct involvement in the Recruitment, selection, induction training and ongoing skills development for all his/her team, ensuring we can attract and retain the very best talent Overall management of staff planning and all workforce management related tasks within the team. Allocates correct number of employees and skills according to trend and volume analysis.  Establish a process of continuous review and proactive management of absenteeism and attrition for her/his team under control.  Draws up, informs, keeps and publishes the daily allocation schedule and effected yearly holiday planning, volume trend evolutions, and other absenteeism like sickness trends.  Manages, leads, develops, motivates, and coaches on a daily basis a team with an eye on the achievement of maximum productivity and quality in the service.  Continually review and monitor work performance of all associates against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfalls. Undertake performance reviews and 1:1 monthly meeting with each team member, ensuring objectives are continuously reviewed and linked to business KPI’s.  Ensure team members are recognized and rewarded for outstanding achievements/performance in line with company mission and values.  Training and development of people, through a variety of different learning methods including mentoring and coaching.  Show a positive attitude and problem-solving skills towards his/her team and clients in critical moments.  Initiates team meetings, discussions and other activities as required in order to improve the quality of the operation.  Keeps the Operations Manager informed about the day-to-day operations of the project (main indicators and trends), and where necessary places urgent focus on issues that are at variance with norms and on problem situations. Supports Supervisor and Operations Manager in identifying areas of improvement in order to reduce cost, increase quality and/or reduce risk  Real Time Management  Active role model demonstrating pride and ownership as a leader. 

Employee Engagement: 

Reaches employee satisfaction targets.  Provide clear direction and guidance to ensure consistent achievement of key performance metrics.  Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.  Build an environment which supports the spirit of teamwork, where associates are committed and loyal.  Coach, develop and motivate associates by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development. 

Client Management/Customer Experience: 

Continuously monitor chats/emails/calls, either via side by side or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.  Ensure accurate and timely communication of any client/campaign issues to the Operations Manager and operations management Senior Staff.  Ensure appropriate actions are taken to improve client satisfaction survey scores.  Participates in client related activities including client calibration sessions and project planning. 

Back up Management:

Each Team Manager is able to assume the management of another team when other Team Manager’s is absent or when shift patterns or other operational reasons dictate the need. Provides supervision to both direct and indirect reports to ensure proper floor coverage and maintains a positive leadership presence: “Manage by Walking Around”. 

Other Responsibilities: 

Promotes Alorica values in all communication. Supports positive Alorica corporate image and brands.  Proactively proposes improvements and feedback in processes and ways of working.  Responsible for performing all Alorica procedures and following all processes accurately.   Understands the scope of her/his work and maintains a high level of knowledge in own competence area.  Keep abreast of the latest company policies and procedures.  Regularly participate in refresher training  Provides support, information, and assistance to colleagues and demonstrates good team spirit to support positive atmosphere.  Participates in team meetings, discussions and other activities as required in order to improve the office, office equipment and the working environment.  Performs other duties as assigned by the management team in compliance with the qualification and job requirements.  Contributes to the team spirit and well-being of the whole site and organization. 

JOB REQUIREMENTS 

Minimum Education and Experience: 
• Bachelor’s degree desirable, High School Diploma or GED is required.
• Considerable experience managing 15 or more employees either in a supervisory role and the ability to demonstrate the following:
1. Excellent oral and written communication skills in English and Spanish / German / French / Italian or Dutch
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. Time management skills and computer proficiency
5. Objectivity, professionalism, and maturity
6. 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).
 

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.