• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Minimal • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
• High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Minimal • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
• High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
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.
