Team Manager - WAH Rockford
Requisition ID: 164137
Job Category: Operations
Location: United States-Illinois-Rockford-7180 Spring Brook Rd. 61114
Posted Date: 11/5/2020 1:58:48 PM
GET TO KNOW ALORICA
At Alorica, we only do one thing make lives better, one interaction at a time. Were a global leader in customer service and experience, serving the worlds 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 teams 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
Requirements
JOB REQUIREMENTS Minimum Education and Experience
High School Diploma or GED required
Completion of Team Manager Onboarding
Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
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
successful completion of two management level interview
time management skills and computer proficiency
objectivity, professionalism and maturity
flexibility and demonstrated ability to adapt well in a changing environment
Preferred (not Required)
Bachelor degree desirable
Licenses And/or Certifications
None
Knowledge, Skills And Abilities
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
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
Equal Opportunity Employer - Veterans/Disabled
Rockford IL USA
Team Manager - WAH Rockford Alorica Rockford
