Alorica Inc. is a dynamic, fast-growing global company that specializes in serving the after-sales consumer needs of its clients. With almost 20,000 employees, we serve Fortune 500 companies around the globe.

• Creates reporting for Process Innovation Manager to measure impacts of changes
• Constantly monitors and reports on progress of projects to all stakeholders
• Facilitates communication between operations team and client by drafting client friendly responses to client initiated inquiries
• Regularly review performance data to identify performance gaps
• Evaluate processes and procedures to determine efficiency, create improvement plans to address deficient areas
• Partner with Operations team to conduct thorough investigation when there is a KPI failure, and deliver explanation and action plan to client and senior management
• Facilitates Change Management Request Process.

• Bachelors degree required
• Expert Microsoft Office skills (Word, Excel, and PowerPoint)
• Previous experience in project management
• Ability to effectively communicate with various levels of management, both internally within the organization and with the client
• Excellent time management and organizational skills
• Ability to work outside of normal business hours, as necessary, to meet client expectations
• Excellent oral and written communication skills.
• Understanding and/or experience with Contact Center Operations strongly preferred