Alorica’s award-winning business process outsourcing (BPO) solutions are utilized by some of the world’s most elite brands, spanning both the business-to-consumer (B2C) and business-to-business (B2B) sectors and all corners of industry.  

Job Summary:

• Provide data and supporting statistics to track and continually improve, troubleshoot and coach call center staff.
• Perform daily and weekly performance calculations and distribute reports on key metrics such as handling time, hold time, calls per hour and transfer rate. 
• Identify and develop new reporting methods and tool that will lead to improvement in key metrics. Identify process improvement, based on analysis and interactions with Operations and support groups.
• Streamline and automate processes and reports.
• Other duties as assigned.

Job Functions:

• Perform analysis, investigation, and evaluation on business data - 45%
• Project management functions and facilitation of project team meetings – 25%
• Manage requests and requirements resulting from interactions with Business Owners, data analysis - 20%

Key Job Responsibilities:

• Assembles, analyzes and evaluates internal operational data, demonstrating ability to determine trends.  Includes the comparison of data across different sources and definitions
• Gathers, processes, and disseminates that analysis as decision-making(actionable) information to partnering business units,  communicating critical problems with appropriate and well reasoned recommendations
• Identify and implement training/development initiatives that will upgrade the skills and capabilities of partnering business units
• Provides problem analysis and resolution support for existing BI applications
• Develops project cost and benefit estimates to establish project worth
• Develop, execute and track project plans and schedules
• Prepare routine project status reports. Produce business reports and executive-level presentations.
• Produces business and functional specification documentation based upon results of analysis and interaction with Business Owners

Educational Requirements:

• High School Degree required
• 4 year college degree preferred or equivalent work experience

Professional Experience / Qualifications:

• 2+ years post-college work experience, preferably in an Operational environment
  • Excellent communication skills, problem solving, and decision-making abilities.
  • Ability to work independently under minimal supervision.
  • Ability to utilize abstract reasoning techniques in order to build reporting logic and establish creative solutions.
  • Proficient in MS Office products(including Word, Excel, Outlook), MS Visio, and creating/running SQL queries
  • Prior supervisory experience
  • Experience in the Call Center industry is required
  • Proven leadership skills working with business unit managers
  • Solid project management skills, including ability to multi-task and manage work teams

A sound understanding of technology enabled back-office support systems

We look forward to receiving your application. All your information will be kept confidential according to EEO guidelines.