Alorica - Madison, AL
posted 4 months ago
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.