**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 SUMMARY** Performs moderate level supervisory work coordinating the operations of a call-service team.  Regular supervision is exercised over 20 – 24 subordinate personnel. **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 time entry 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 **INTERNAL APPLICANTS** **MUST** **MEET THE FOLLOWING REQUIREMENTS:** **To be considered you must meet the following criteria:** **You must have worked at Alorica for a minimum of six months (or tenured in your most recent position for 6 months).** **You must be meeting expected performance metrics in your current position.** **You do not have any Active Final Corrective Actions or Warnings.** **If you are not sure of your status, please check with your Manager or Human Resources Partner.** **JOB REQUIREMENTS** **Minimum Education and Experience:** High School Diploma or GED required. Completion of Step Up to Team Manager (Internal Only)  Alorica Connect | Alorica Academy Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following: excellent oral and written communication skills Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance. Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives. Successful completion of two management level interview Time management skills and computer proficiency Objectivity, professionalism, and maturity Flexibility and demonstrated ability to adapt well in a changing environment. Preferred (not required): • Bachelor degree desirable Licenses and/or Certifications: • None **Knowledge, Skills and Abilities:** • Excellent oral and written communication skills • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance • Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives • Time management skills and computer proficiency • Objectivity, professionalism and maturity • Flexibility and demonstrated ability to adapt well in a changing environment **Equal Opportunity Employer - Veterans/Disabled**