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Operations Team Manager - Temp

  • Alorica
  • El Paso, TX, USA
  • Oct 12, 2017
ID: 8351181 VIEWS: 11 Full time Admin-Clerical

Job Description

Join the Leader in the Call Center Business!

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer's precious asset- their customer relationships.

Alorica is currently seeking bright, motivated individuals to join our valued team of Representatives. We are looking for passionate and results oriented Team Managers to create insanely great customer experiences.

In this position, you will perform moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 - 24 subordinate personnel.

Some of the key job responsibilities include:

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 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.

Minimum Education and Experience:

High School Diploma or GED required, Bachelor degree desirable

Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

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 interview

time management skills and computer proficiency

objectivity, professionalism and maturity

flexibility and demonstrated ability to adapt well in a changing environment

Knowledge, Skills and Abilities:

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 interview

Time management skills and computer proficiency

Objectivity, professionalism and maturity

Flexibility and demonstrated ability to adapt well in a changing environment

Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.

D/V/F/M EOE

All your information will be kept confidential according to EEO guidelines.

Join the Leader in the Call Center Business!

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer's precious asset- their customer relationships.

Alorica is currently seeking bright, motivated individuals to join our valued team of Representatives. We are looking for passionate and results oriented Team Managers to create insanely great customer experiences.

In this position, you will perform moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 - 24 subordinate personnel.

Some of the key job responsibilities include:

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 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.

Minimum Education and Experience:

High School Diploma or GED required, Bachelor degree desirable

Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

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 interview

time management skills and computer proficiency

objectivity, professionalism and maturity

flexibility and demonstrated ability to adapt well in a changing environment

Knowledge, Skills and Abilities:

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 interview

Time management skills and computer proficiency

Objectivity, professionalism and maturity

Flexibility and demonstrated ability to adapt well in a changing environment

Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.

D/V/F/M EOE

All your information will be kept confidential according to EEO guidelines.

program valued BACH_a33d1a our to interpersonal

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