Alorica - Hialeah, FL
posted 3 months ago
At Alorica, we are dedicated to enhancing lives through exceptional customer service, and as a Team Manager in Customer Experience, you will play a pivotal role in this mission. This position involves moderate level supervisory work, where you will coordinate the operations of a call-service team. You will be responsible for overseeing a team of 20 to 24 customer service representatives, ensuring that they are well-supported and equipped to deliver high-quality service to our clients. Your leadership will be crucial in fostering a positive work environment and driving team performance. In this role, you will provide regular supervision and mentorship to your team, facilitating daily coaching and development sessions. Effective communication will be key, as you will need to maintain open lines of dialogue with your staff regarding their performance, goals, and areas for improvement. You will also participate in client-related activities, including calibration sessions and project planning, to ensure alignment with client expectations and objectives. Managing the team's time entry will be another critical responsibility, as you will strive for a 0% discrepancy rate. You will oversee program-specific performance standards, such as Average Handle Time (AHT), Quality Scores, and Sales metrics, ensuring that your team meets or exceeds these benchmarks. Additionally, you will manage the financial implications of attrition and attendance, maintaining program-specific goals and staffing levels according to workflow demands. Your role will also involve completing a weekly Team Manager Scorecard for review with the Operations Manager, which will help track team performance and identify areas for improvement. In situations where customer interactions become challenging, you will be expected to diffuse irate customer calls and provide support to your agents by handling escalated calls as needed. Maintaining up-to-date employee files and documentation will also be part of your duties, ensuring that all records reflect the current status of your team members.