EGS Customer Care, Inc. Customer Retention Account - Operations Team Manager in Pittsburgh, Pennsylvania

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 Functions

  • Staff Development, Mentoring

  • Daily Progress Reporting

  • Quality Assurance/Process Improvement

  • Daily Client Program Operations Management

Key Job Responsibilities

  • 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 team’s Kronos to ensure 0% discrepancy rate.

  • 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.


Other Related Duties

  • Diffuse irate customer calls as applicable.**

  • Provide agent support via handling escalated calls, as needed.**

  • Maintain up-to-date employee files and documentation.**

  • Ensure high level customer service is being practiced by all subordinate staff.

/Minimum Education and Experience:/

  • High School Diploma or GED required.

  • Completion of PRCU Team Manager Curriculum within the first year.

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

  1. Excellent oral and written communication skills.

  2. Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.

  3. Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.

  4. Successful completion of two management level interviews.

  5. Time management skills and computer proficiency.

  6. Objectivity, professionalism and maturity.

  7. Flexibility and demonstrated ability to adapt well in a changing environment.

/Preferred (not required):/

o Bachelor degree desirable.

/ /

/Licenses and/or Certifications:/

o None.

/ /

/Knowledge, Skills and Abilities/:

o Excellent oral and written communication skills.

o Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.

o Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.

o Successful completion of two management level interviews.

o Time management skills and computer proficiency.

o Objectivity, professionalism and maturity.

Flexibility and demonstrated ability to adapt well in a changing environment.

As an Alorica employee, you may receive:

  • Paid training

  • Flexible training schedules

  • Medical and dental benefits

  • Paid time off

  • Paid holiday and sick time

  • Retirement planning options (401(k))

  • Employee discounts through client programs

/ /

/Equal Opportunity Employer – Veterans/Disabled/


Job: *Call Center

Title: Customer Retention Account - Operations Team Manager

Location: Pennsylvania-Pittsburgh

Requisition ID: 115774