Manager Customer Experience Operations

Position:
Manager Customer Experience Operations

Company:
Alorica

Location:
United States, Bluefield, WV

Employment type:
Full Time

Work Arrangement:
Onsite

Short Summary:
At Alorica, we focus on making lives better through customer service. We are a global leader in customer experience, serving major brands with a commitment to creating a supportive work environment.

Responsibilities:
- Manages operational performance against client requirements.
- Supervises Team Managers or Shift Managers.
- Oversees team member training and development.
- Reviews performance and quality standards to meet client expectations.
- Manages financial and budgeting responsibilities.
- Promotes a healthy work environment with honesty and respect.
- Troubleshoots and creates action plans for problem resolution.
- Identifies process improvement opportunities.
- Monitors key metrics to meet/exceed objectives.
- Maintains effective communication with staff and leadership.

Requirement:
- Bachelor’s degree in business, marketing, communications, or equivalent experience.
- Extensive management experience in customer service or call center environments.
- Strong analytical skills and attention to detail.
- Excellent written and verbal communication skills.
- Proven ability to coach and develop program management.
- Flexibility in problem analysis and resolution.

Benefits:
- Competitive base pay with performance-driven incentives.
- Comprehensive benefits including medical, dental, vision, and 401(k).
- Career development through open-access courses.
- Real opportunities for growth within a global organization.
- Access to employee assistance programs.
- A collaborative and inclusive culture.