Job: Team Manager

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Jobing Description

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help you create, cultivate and maintain our customer s precious asset their customer relationships

Job Summary%5C:


Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 20 employees to include motivation, recognizing and rewarding, coaching, counseling, problem solving and time management.


Duties%5C:

Provide floor presence and answer all questions. Be available for employees that experience work problems providing appropriate counseling, coaching, direction and resolution.
Consistent monitoring, coaching and side-by-sides with associates to ensure sales/quality goals are met. Deliver feedback and tips to team members to help meet goals based on findings.
Manage and track associates pause time.
Create initiatives to increase motivation and excitement on team as well as improve performance.
Work as member/leader of on-going projects that are important to area process or improvement
Represent the team on special projects/initiatives.
Along with Ops Mgr, assist with implementation of call center strategies and tactics.
Monitor team metrics and report to Ops Mgr. on a daily basis%5C: Actual Performance vs. Objectives
Participate in client conference calls with Ops Mgr and Dir of Client Services
Review daily, weekly and monthly statistics for team and provide regular status reports for all project areas to the Ops Mgr. Assist the Ops Mgr with meeting client performance objectives.
Along with Ops Mgr, conduct interviews & identify qualified candidates for team.
Ensure associates are tracking their predetermined goals. Provide coaching to associates that are below performance objectives and complete performance improvement plan.
Address and document disciplinary and/or performance problems according to company policy%5C: Conduct counseling sessions with HR present.
Conduct and administer performance reviews of assigned team on monthly basis.
Identify training needs for team and report findings to Ops Mgr.
Time and attendance management of all associates on team.
Ensure associates are following proper procedures in regards to etime.
Continue to coach employees on how to use etime.
Track associates absent and tardy days per forms provided.
Timely completion of e-timesheets to meet payroll deadlines.
Along with Ops Mgr, increase office retention and reduce office turnover.
Use appropriate judgment in upward communication regarding department or employee concerns.
Other office duties as assigned.

We at Alorica are proud to be part of a company which does great work while providing an enjoyable and supportive environment.

Employment 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.
D/V/F/M EOE

Skills / Requirements

Requirements to apply%5C:

Leadership%5C: a demonstrated ability to lead people and get results through others.
A Bachelor s degree in Business or equivalent experience.
Demonstrated ability to manage projects.
Management%5C: the ability to organize and manage multiple priorities.
Excellent interpersonal and communication skills.
Commitment to company values.
Ability to create new initiatives, %22think outside the box%22.
Technical skills%5C: Knowledge of Word, Excel, Windows, and Outlook.
Knowledge of office operations and policies.


Preferred Skills and Experience%5C:

5 years experience in call center management.
1-2 years sales experience.
Experience working with High Speed and LAN internet accounts, Billing, and Data networking