Team Manager Customer Experience - Temp

Alorica - Omaha, NE

Full-time - Mid Level

Omaha, NE

5,001-10,000 employees

Administrative and Support Services

About the position

The Team Manager Customer Experience at Alorica is responsible for supervising a call-service team, ensuring effective communication, coaching, and performance management. This role involves overseeing 20-24 subordinate personnel, facilitating their development, and managing program-specific performance standards to enhance customer service quality.

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
• Completion of Team Manager Onboarding
• 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