Operations Team Manager

Alorica Inc. Sherman , TX 75092

Posted 4 months ago

Requisition ID: 145882

Job Category: Call Center

Location: United States-Texas-Sherman-2703 Highway 75N Sherman 75090

Posted Date: 5/17/2019 1:58:19 PM

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

  • Completion of Team Manager Onboarding

  • 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 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 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.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Operations Manager

CVS Health

Posted 7 days ago

VIEW JOBS 8/17/2019 12:00:00 AM 2019-11-15T00:00 Job Description The Operations Manager is a member of the Store Management team, and as such, fulfills the company purpose of helping people on their path to better health by driving store execution and performance while building consumer loyalty to CVS/pharmacy through a focus on excellent customer service. Under the supervision of the Store Manager, the Operations Manager will maintain an engaged, productive store team through strong leadership, demonstrating initiative and leading by example. The Operations Manager is responsible for supporting the Store Manager in the total leadership and strategic operation of a CVS/pharmacy store including: * Overall store management, supervision, and policy implementation * Sales and inventory management * Employee staffing, training, and development * Financial management * Customer service leadership Unlike the Store Manager in Training position, the Operations Manager position is not part of the CVS/pharmacy Retail Management Development Program. Operations Managers are not eligible for direct promotion to Store Manager. Candidates with a short-term goal of becoming a CVS Store Manager should instead apply for Store Manager in Training openings. Essential Functions: 1. Management * Lead others and work effectively with store crews * Supervise, assign and direct activities of the store's crew * Effectively communicate information to store crew and supervisors in an open and timely manner * Support Store Manager with actions plans for operational and service improvement 2. Customer Service * Assist customers with their questions, problems and complaints * Promote CVS customer service culture (greet, offer help, and thank) * Required Qualifications * Deductive reasoning ability, advanced analytical skills and computer skills. * Advanced communication skills, leadership, supervision, and influencing skill * Ability to work a full-time flexible schedule, including some early morning, overnight and weekend shifts, to work overtime as needed, and to respond to urgent issues at the store when they arise Preferred Qualifications * Experience as a retail manager or supervisor Education * High school diploma or equivalent required Business Overview It's a new day in health care. Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all. We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability. CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site. If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. CVS Health Sherman TX

Operations Team Manager

Alorica Inc.