Call Center Team Manager

Posted 2 months ago
40 Visits
Description

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

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

JOB REQUIREMENTS

Minimum Education and Experience:

• High School Diploma or GED required

• 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's degree desirable

Licenses and/or Certifications:

• None

Knowledge, Skills and Abilities:

MUST BE PROFICIENT - ROMANIAN LANGUAGE SKILLS

• 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

• Previous sales experience preferred

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

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.

About Alorica:

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Skills

BPO - Call Center Management skills. Proficient language skills - Romanian, Bulgarian and English

Diplomas

Bachelor's Degree Preferred

Job offer details
Experience
Senior
Contract types
Permanent contract, Fixed-term contract
Working time
Full time
Language(s) spoken
English (Fluent)
Contact
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