Team Manager Customer Experience - Temporary

Team Manager Customer Experience - Temporary

Location : Remote

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.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.

You'll keep the engine running, making sure projects stay on track, processes work the way they should, and teams have what they need to deliver exceptional results. You're the person who sees around corners, anticipates problems, and implements solutions that make everyone's job easier. Your attention to detail and ability to coordinate across teams keeps Alorica operating at the highest level.

HOW YOU’LL MAKE AN IMPACT

• Provides regular supervision and mentorship over subordinate staff

• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching

• Meet metrics and goals to ensure client satisfaction

WHAT YOU’LL ACTUALLY DO

• Facilitates daily agent coaching and development sessions in both written and verbal format

• Participates in client related activities to include client calibration sessions and project planning

• Identify and address agent training needs

• Manage team’s time entry to ensure 0% discrepancy rate

• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)

• Manage financial implications of attrition and attendance by maintaining program-specific goals

• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)

• Completion of weekly Team Manager Scorecard for review with Operations Manager

• Diffuse irate customer calls as applicable

• Provide agent support via handling escalated calls, as needed

• Maintain up-to-date employee files and documentation

• Ensure high level customer service is being practiced by all subordinate staff

WHAT’LL SET YOU UP FOR SUCCESS

• High School Diploma or GED required

• Completion of Team Manager Onboarding

• Considerable experience managing 15 or more employees either in a supervisory role

• Excellent oral and written communication skills

• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

• Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

• Successful completion of two management level interview

• Time management skills and computer proficiency

• Objectivity, professionalism and maturity

• Flexibility and demonstrated ability to adapt well in a changing environment

• Bachelor’s degree desirable

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• 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

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.