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SalaryGET 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 SUMMARY Responsible for managing department staff and ensuring production and quality goals are met in their area. JOB RESPONSIBILITIES:
JOB REQUIREMENTS
Minimum Education and Experience:
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 SUMMARY Responsible for managing department staff and ensuring production and quality goals are met in their area. JOB RESPONSIBILITIES:
- Responsible for managing daily production goals, KPI management, and other projects as needed to meet customer commitments.
- Provide (Daily, Weekly, Monthly) reports to direct manager
- Update and draft training material pertaining to assigned production areas.
- Responsible for subordinate employees training, performance, resource utilization, developing, coaching, and disciplining.
- Plan daily workload for employees based on KPI and production plans.
- Responisible for excellent inventory management
- Manage employee adherence to job function process
- Adjust staffing to meet production plan.
- Perform regular employee performance review, promotions, and demotions.
- Aligns departmental goals with overall site goals which ultimately support Alorica's company goals for employee satisfaction and operational profitability.
- Perform other duties as assigned by management.
JOB REQUIREMENTS
Minimum Education and Experience:
- High School Diploma or GED required.
- Preferably bachelor's degree or equivalent work experience.
- Less than 2 years experience in production/warehousing operations required.
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
- Ability to maintain 100% quality to customer.
- Ability to work with a variety of people from different cultures and backgrounds.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Must be able to proficiently read, write, speak and understand the English Language.
- Excellent written, verbal and interpersonal communication skills.
- Ability to multi-task and adapt to change.
- Proven track record of meeting or exceeding customer experience and financial objectives
- Ability to maintain the highest level of confidentiality.
- Strong analytical and presentation skills.
- Proven track record in a metric focused environment.
- Strong process orientation skills and project management abilities.
- Excellent leadership and organizational skills.
- General Profile: Requires expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience. Typically acts as a lead, coordinating the work of others. Works autonomously within established procedures and practices.
- Functional: Requires breadth and/or depth of skills in a range of processes, procedures and systems.
- Business Expertise/Acumen: Requires in-depth knowledge of business and team processes and procedures.
- Leadership: Serves as lead for the team; allocates work and provides guidance to team members. (Operations) Supervises approximately 17 agents (+/- 4).
- Problem Solving: Gathers information to solve problems that are escalated from team members; makes recommendations in line with established processes.
- Impact: Impacts own team and closely related teams; defines and recommend process improvements.
- Interpersonal Skills: Evaluates and communicates job-specific information.
