Team Manager Customer Experience

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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
Team Leader is responsible for interviewing new hires, training, retaining and developing their respective team members. Team Leader is responsible for employees’ satisfaction and development, enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving quality of service, communication skills and technical ability.

Team Leader supports the Supervisor and the operations management team in identifying areas of improvement and running operation.

JOB RESPONSIBILITIES

• Build, lead, and support a high performing team of engaged and capable agents to deliver excellent customer service through meeting and exceeding agreed performance standards
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
• Create an intense performance environment and exhibit a driven leadership style, to ensure key financial, operational, and quality metrics are consistently achieved. 
• Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations. 
• Provides support via handling escalated calls as needed. 
• Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. 
• Demonstrates company core values and culture.
• Develop, improve and maintain standards for the security of the online communities, being able to achieve high monthly goals regarding quantity and quality. 

Performance and Staff Management: 

• Direct involvement in the Recruitment, selection, induction training and ongoing skills development for all his/her team, ensuring we can attract and retain the very best talent
• Overall management of staff planning and all workforce management related tasks within the team. Allocates correct number of employees and skills according to trend and volume analysis. 
• Establish a process of continuous review and proactive management of absenteeism and attrition for her/his team under control. 
• Draws up, informs, keeps and publishes the daily allocation schedule and effected yearly holiday planning, volume trend evolutions, and other absenteeism like sickness trends. 
• Manages, leads, develops, motivates, and coaches on a daily basis a team with an eye on the achievement of maximum productivity and quality in the service. 
• Continually review and monitor work performance of all associates against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfalls.
• Undertake performance reviews and 1:1 monthly meeting with each team member, ensuring objectives are continuously reviewed and linked to business KPI’s. 
• Ensure team members are recognized and rewarded for outstanding achievements/performance in line with company mission and values. 
• Training and development of people, through a variety of different learning methods including mentoring and coaching. 
• Show a positive attitude and problem-solving skills towards his/her team and clients in critical moments. 
• Initiates team meetings, discussions and other activities as required in order to improve the quality of the operation. 
• Keeps the Operations Manager informed about the day-to-day operations of the project (main indicators and trends), and where necessary places urgent focus on issues that are at variance with norms and on problem situations.
• Supports Supervisor and Operations Manager in identifying areas of improvement in order to reduce cost, increase quality and/or reduce risk 
• Real Time Management 
• Active role model demonstrating pride and ownership as a leader. 

Employee Engagement: 

• Reaches employee satisfaction targets. 
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics. 
• Facilitate a culture of open and honest 2-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice. 
• Build an environment which supports the spirit of teamwork, where associates are committed and