What you'll be doing
- Manage and oversee the daily operations of the call centre, including staffing, scheduling, and resource allocation
- Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction
- Monitor and analyse key performance indicators, identify areas for improvement, and implement corrective measures
- Lead, coach, and provide feedback to a team of customer service representatives, fostering a culture of excellence
- Collaborate with cross-functional teams to ensure seamless service delivery and problem resolution
- Ensure compliance with company policies, procedures, and industry regulations
- Contribute to the development and implementation of new programs and initiatives
What we're looking for
- Minimum 5 years of experience in a call centre or customer service operations management role, preferably within the financial services industry
- Proven track record of successfully managing and leading a high-performing team
- Exceptional problem-solving, decision-making, and conflict resolution skills
- Proficient in data analysis and using performance metrics to drive continuous improvement
- Strong communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
- Adaptable to change and able to thrive in a fast-paced, dynamic environment
- Excellent time management and multitasking abilities
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.
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
