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Opertaions Team Manager Tulsa - Full-time
| Hours | Full-time |
|---|---|
| Location | Tulsa, OK Tulsa, Oklahoma |
About this job
Description
Join the Leader in the Call Center Business!
As an Alorica associate, you not only work for our organization-you also work for the clients we serve. Whether you're providing customer care for a well-known satellite services provider or a Fortune 100 financial giant, a career at Alorica allows you to explore a range of fascinating industries and proudly represent some of the world's leading brands.
The Team Manager is an exempt position reporting to the Operations Manager. They will be responsible for overseeing the call center agents and their quality of service provided to the customers. This manager will provide coaching sessions with the team and keep performance reports that will be submitted to upper management.
Responsibilities:
* Supervise, mentor and develop the customer service skills for a team of call center agents
* Screen, interview and hire candidates for the call center agent positions
* Tracking and reporting on team's metrics and progress
* Monitoring agents calls and assuring quality
* Working with the team to accomplish department goals
* Creating and implementing programs to keep agents motivated
* Creating an environment which encourages and supports agent retention
* Conduct one-on-one coaching sessions providing feedback to the team members
* Completion of Administrative duties to support Operations; including by not limited to auditing of payroll, agent schedules, call times, etc.
Qualifications
Requirements:
* High School Diploma required and a College Degree preferred
* 2-3 years of call center supervisory experience
* Ability to lead employees and inspire others into action.
* Excellent communication, problem solving, and decision-making abilities.
* Demonstrate ability to make responsible business decisions.
* Ability to manage time, to balance multiple priorities, coach and develop teams, and accomplish goals.
* Intermediate understanding of PC hardware and software, operating systems, and Microsoft Office.
* Excellent interpersonal, written and verbal communication skills
Employment with Alorica is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.** EOE
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