Manager Customer Experience Operations

Location: Bluefield, WV (Onsite)

Employment Type: Full Time

ABOUT US

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.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. 

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. 

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

HOW YOU’LL MAKE AN IMPACT

Oversees all aspects of team member training and development related to programs and client needs
Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
Manages all financial and budgeting responsibilities of operational support division.
Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.

WHAT YOU’LL ACTUALLY DO

Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive operational efficiencies operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives.
Maintain positive, consistent, and effective communications with staff and Senior Leadership teams
Other Duties as assigned

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