Operations Manager

Company Description

Opportunity Created – Results Delivered

Alorica is a leading business process outsourcing provider of customer management solutions spanning the entire customer life cycle.

• 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