Manager Customer Experience Operations

Location: Bluefield, WV (Onsite) • Employment Type: Full Time

About Us

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. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

About the Role

Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

Responsibilities

• Oversees all aspects of team member training and development related to programs and client needs
• Oversees performance and quality standard reviews to ensure outcomes meet client expectations
• Manages all financial and budgeting responsibilities of operational support division
• Ensures all company policies and procedures are adhered to at the new centers, including promoting a healthy work environment with honesty, integrity, and respect for all employees
• Troubleshoots and creates action plans to quickly and effectively address problems
• Identifies process improvement opportunities to drive operational efficiencies
• Monitors all key metrics in support of meeting/exceeding initiative objectives
• Maintains positive, consistent, and effective communications with staff and Senior Leadership teams
• Other duties as assigned

Requirements

• Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
• Extensive experience in management and operations management in a customer service or call center environment
• Adjudication experience
• Strong analytical experience
• Detail-oriented
• Proven background working with benefits investigations or research
• Excellent written and verbal communication skills with the ability to solve issues
• Strong organizational and strategic planning skills
• Client advocate with strong customer service skills
• Ability to coach and develop program management to drive program performance
• Flexibility and versatility in problem analysis and resolution requiring attention to detail
• Ability to communicate across functional lines
• Ability to analyze and interpret qualitative and quantitative data
• Excellent interpersonal, written, and oral communications and organizational skills

Benefits

• Competitive base pay with performance-driven incentives
• Comprehensive benefits including medical, dental, vision, and 401(k)
• Career development through Alorica Academy's open-access courses
• Real opportunities to grow within a global organization
• Access to our employee assistance program
• A collaborative, inclusive culture where innovation happens

Our Values

• Bold – We challenge conventions and take smart risks
• Relentless – We deliver results, no matter what it takes
• Connected – We work as One Alorica because we're stronger together
• True – We show up as our authentic selves, every single day