Operations Manager
- Full-time
Company Description
Opportunity Created – Results Delivered
Alorica is a leading business process outsourcing provider of customer management solutions spanning the entire customer life cycle.
Job Description
- Enforce daily service objective performance goal of 95% - 100%
- Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
- Ensure performance goals and met to pre-established expectations.
- Manage and monitor project start-up, assessing needs, design and development.
- Implement innovative approaches to maximize efficiency and profitability.
- Oversee and review the daily IT process to ensure that results are reported accurately.
- Monitor and report on project and program results
- Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
- Oversee efforts to address problems related to program performance
- Develop and manage all support staff working with Operations.
- Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
- Administer performance appraisals and corrective action as required
Qualifications
Minimum Education and Experience:
- Bachelor’s degree required or related equivalent experience.
- Extensive experience in project management and operations management in a customer service or call center environment.
Knowledge, Skills and Abilities:
- Client advocates with strong customer service skills.
- Excellent interpersonal skills.
- Ability to manage numerous programs requiring attention to detail.
- Flexibility and versatility in problem analysis and resolution.
- Ability to communicate across functional lines particularly as regards database development.
- Demonstrated knowledge of interviewing and selection process.
- Frequent sedentary work performed in a climate-controlled call center environment; Occasional work is performed standing.
Additional Information
We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.