Operations. Operations support.manager - cubao - 1fte - i/eAlorica

Requisition ID: 166489
Job Category: Operations
Location: Philippines-Quezon City-Quezon City-Cubao Quezon City, PHP
Posted Date: 2/10/2021 9:59:46 AM
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
Manage, direct & lead a Performance Improvement team for one or more contact center locations and client accounts. Motivate and develop staff to ensure effective delivery of Performance and Total Customer Experience through meeting & exceeding Company expectations and client KPIs.
JOB RESPONSIBILITIES
Manage Performance Improvement staff to deliver and analyze company approved New Hire and Developmental Training programs depending on accounts and initiatives of concentration area.
Ensure Performance staff is effectively delivering company approved Performance programs and information, monitor Trainer effectiveness, and provide feedback for areas of improvement.
Ensure excellent customer & client service through monitoring employee performance, providing feedback and developmental training, and coaching employees on correct procedures, compliance, and areas of opportunity.
Partner with Clients to develop client specific materials and modules and participate in calibration sessions to ensure quality standards are communicated to new and experienced employees and achieved through skill retention effectiveness.
Partner with Operations to provide performance improvement related information and assist in driving performance improvement initiatives which ensure consistent delivery of services to all clients.
Develop and maintain sufficient knowledge, awareness, and critical understanding of company and client policies and procedures, goals and objectives, plans and strategies.
Maintains records and evaluates statistical reports to evaluate performance of direct reports and implement action plans to correct performance deficiencies. Provides frequent coaching sessions to review performance, survey results and develop skills.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Knowledge, understanding, and compliance with company policies and procedures.
Accountable for all decisions, actions, and directives with respect to job responsibilities.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
OTHER RELATED DUTIES
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
JOB REQUIREMENTS
Minimum Education and Experience:
Graduate of Bachelor's Degree preferably with Master's degree or units earned.
Minimum of 4 years related operations, process improvement experience, inclusive of 1+ year directly managing staff required.
5+ years related operations, process improvement experience preferred.
Internal or external experiences in a service industry, call center environment preferred.
Cross functional experience to include operations, workforce & recruitment required
Knowledge, Skills and Abilities:
Extensive and demonstrable knowledge of computer software programs
Customer Operations Performance Center (COPC) certification & Six Sigma certification preferred.
Excellent interpersonal, written, and oral communication skills.
Ability to utilize necessary Audio/Visual equipment for presentation delivery, utilize virtual platforms.
Ability to prioritize and organize work in a multitasked environment.
Must be resilient and adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality.
Work Environment:
Office environment.
Physical Demands:
Ability to lift and/or move 20 pounds with or without accommodation.
ABOUT ALORICA
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.
Alorica

Quezon City, Metro Manila
Permanent
Full-time