Team Manager Customer Experience

Alorica - Hialeah, FL

Full-time - Mid Level

Hialeah, FL

10,001+ employees

Administrative and Support Services

About the position

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.

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
• Ability to 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