DTV Inbound Sales Sr Team Manager - Full-time

Description

GET TO KNOW ALORICA.

Alorica is one of the biggest companies you've never heard of. 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 over 90,000 employees in more than 100 locations around globe.

Working at Alorica means having the freedom to explore all kinds of career opportunities. You can choose from several positions - customer service, tech support, management - serving a wide variety of clients in healthcare, insurance, finance and consumer technology. And you can choose to work at a site, work from home, stay where you are or transfer to a totally new location.

Alorica offers fun, challenging opportunities for personal and professional development. We want you to have fun and succeed, because when you're at your best, that's when we're at our best.

Let's make lives better. Let's defy the status quo. And let's go beyond thinking outside the box - and decide to obliterate the box instead.

You ready? Let's do this.

Job Summary

Performs difficult supervisory work overseeing daily aspects of a client program at a call center. General supervision is exercised over 50 - 75+ subordinate personnel. Work is distinguished from the Team Manager based on the level of authority with respect to the execution of deliverables, as well as the scope of the project and/or subordinate personnel. This classification is recognized as a progressive step in the succession planning of a Team Manager.

Job Functions

* Daily Client Program Operations Management 40%

* Staff Development, Mentoring 35%

* Daily Progress Reporting 15%

* Quality Assurance/Process Improvement 10%

Key Job Responsibilities

* Enforce daily service objective performance goals

* Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.

* Ensure performance goals and met to pre-established expectations.

* Manage and monitor project start-up, assessing needs, design and development.

* Implement innovative approaches to maximize efficiency and profitability.

* Oversee and review the daily IT process to ensure that results are reported accurately.

* Monitor and report on project and program results

* Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.

* Oversee efforts to address problems related to program performance

* Develop and manage all support staff working with Operations.

* Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.

* Administer performance appraisals and corrective action as required.

Other Related Duties

* Hold Team Managers accountable for high level of professionalism, maturity, and ethical behavior.

* Oversee the selection and training of all subordinate personnel, in coordination with the People Department/Team Managers.

Qualifications

Job Requirements

Minimum Education and Experience:

* Associates degree or two years of college coursework within specific subject related to job functions

* Considerable experience in management and operations management in a customer service or call center environment.

Preferred (not required):

* None

Licenses and/or Certifications:

* None

Knowledge, Skills and Abilities:

* Client advocates with strong customer service skills.

* Excellent interpersonal skills.

* Ability to manage numerous programs requiring attention to detail.

* Flexibility and versatility in problem analysis and resolution.

* Ability to communicate across functional lines particularly as regards database development.

* Demonstrated knowledge of interviewing and selection process.

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.