GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Your mission (should you choose to accept it) is to provide online and offline back-office support for the site – basically, everything that needs to happen off the phone starts with you!

You’ll be supporting the efforts of the contact center, and delivering insanely great administrative service.

KEY JOB RESPONSIBILITIES

Manage Team to ensure productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
Communicate client and company goals and metrics with team members to deliver a high level of customer service.
Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
Review operational reports on a regular basis and develop and implement action plans to address deficiencies.
Hold regular team meetings with direct reports to review program performance on the previous day/week/month and provide guidance regarding future performance in order to continuously improve results.
Provide regular feedback to the Director, Operations, and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.
Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers.
Ensure all positions are staffed appropriately to meet client requirements.
Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
Communicate client and company goals and metrics with team members to deliver a high level of customer service.
Execute short and long-term performance goals developed by Senior Management Team
Collaborate with respective Operational Support Teams to train employees to meet Client demands
Responsible for the respective department’s overall performance and for motivating the team to exceed department goals and objectives.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.

WHY JOIN ALORICA?

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families, and the people, organizations and communities who support them.

Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.

But please, allow us to entice you further! As an Alorica employee, you may receive:

Flexible training schedules
Medical and dental benefits
Paid time off
Paid holiday
Retirement planning options (401(k))
Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best.

So what do you say? Ready to take the next step?

Qualifications

JOB REQUIREMENTS

Minimum Education and Experience:

High School Diploma or GED required; college degree preferred
1-2 years’ previous experience in a receivables management, collections, and contact center environment, preferred
Experience as a Team Manager is a plus
Phone-related customer service is a major plus
Familiarity with Microsoft Windows, Word, and Excel applications

Knowledge, Skills, and Abilities:

Strong knowledge of call center operations.
Basic understanding of financial reports and forecasting.
Ability to motivate and inspire a group of employees to achieve performance goals
Ability to analyze processes and develop valid solutions to resolve issues at hand.
Ability to address all concerns in a consistent and fair manner
Ability to interact with all levels of management and non-management personnel
Ability to prioritize and organize work in a multitasked environment.
Ability to maintain the highest level of confidentiality.
Proficient personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills
Excellent judgment, reasoning, and problem-solving skills

WORKING CONDITIONS

Work Environment

A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
Constant usage of phone and computer systems

Physical Demands

Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

TAKE THE NEXT STEP

Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.

You ready? Let’s do this!

Equal Opportunity Employer – Veterans/Disabled

Team Manager | Full Time

About Alorica Philippines