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