Team Manager Customer Experience Bilingual English/Spanish - WAH

Alorica - Madison, AL

Full-time - Mid Level

Madison, AL

Administrative and Support Services

About the position

As a Team Manager for Customer Experience at Alorica, you will play a crucial role in overseeing the operations of a call-service team. This position involves moderate level supervisory work, where you will be responsible for managing a team of 20 to 24 customer service representatives. Your primary focus will be to ensure that the team delivers exceptional customer service while meeting performance standards and operational goals. You will provide regular supervision and mentorship to your team, facilitating daily coaching and development sessions in both written and verbal formats. In this role, you will also participate in client-related activities, including calibration sessions and project planning, to ensure alignment with client expectations. Identifying and addressing training needs for your agents will be a key responsibility, as will managing the team's time entry to maintain a 0% discrepancy rate. You will be tasked with managing program-specific performance standards, such as Average Handle Time (AHT), Quality Scores, and Sales metrics, while also overseeing the financial implications of attrition and attendance. Your role will require you to manage staffing in accordance with program-specific workflows, ensuring that the team is adequately staffed to meet operational demands. Additionally, you will complete a weekly Team Manager Scorecard for review with the Operations Manager, providing insights into team performance and areas for improvement. You will also be responsible for diffusing irate customer calls and providing support to agents by handling escalated calls as needed. Maintaining up-to-date employee files and documentation will be essential to ensure compliance and effective team management. Overall, this position is pivotal in fostering a high-performance culture within the team, ensuring that all customer service representatives practice a high level of customer service and meet the expectations set forth by Alorica and its clients.

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
• 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

• High School Diploma or GED required
• Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate 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 interviews
• Time management skills and computer proficiency
• Objectivity, professionalism, and maturity
• Flexibility and demonstrated ability to adapt well in a changing environment

Nice-to-haves

• Bachelor's degree desirable
• Previous sales experience preferred