Alorica Lead CSR (Universal coach) in Newport News, Virginia

  • 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*

Your mission (should you choose to accept it) is to provide expert guidance, direction, training and technical support to production and back office personnel. You’ll also be responsible for directing the work of other associates and contributing to their professional development. The Lead Customer Service Representative is our Subject Matter Expert – imagine, getting paid to be a know-it-all!

This is a fast-paced, dynamic position – so only the awesome need apply!


  • KEY JOB RESPONSIBILITIES*

  • Assists Supervisors and Managers with coaching, and helps develop new agents or low performers

  • Monitors and provides agents with feedback on quality using standard coaching methods

  • Assists in delivering team briefings and huddles

  • Leads the charge when it comes to achieving performance results, applying new processes and educating others

  • Maintains Quality Assurance performance standards and strives to meet or exceed account productivity goals

  • Receives and handles calls

  • Responds to customer inquiries with the ability to go beyond typical scripted responses

  • WHY JOIN ALORICA?*

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.

But please, allow us to entice you further! As an Alorica employee, you may receive:

  • Paid training

  • Flexible training schedules

  • Medical and dental benefits

  • Paid time off

  • Paid holiday and sick time

  • Retirement planning options (401(k))

  • Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at /our/ best.

So what do you say? Ready to take the next step?


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JOB REQUIREMENTS

  • Minimum Education and Experience:*

  • High School Diploma or GED required; college degree preferred

  • 2-4 years of experience in related area of experience within the contact center industry

  • Good attendance record and schedule flexibility required

  • Excellent oral and written communication skills

  • Strong listening/comprehension skills

  • Ability to stay composed and objective

  • Conversational, patient and confident, with a positive attitude

  • Bilingual language skills a plus

  • Knowledge, Skills and Abilities:*

  • Ability and willingness to assume responsibility for producing desired results through other people

  • Ability to accomplish multiple tasks of varying priority within allotted time frames

  • Ability to demonstrate and communicate best practices to others effectively

  • Strong interpersonal and customer service skills

  • Excellent customer service skills

  • Familiarity with Microsoft Windows, Word, and Excel applications


  • WORKING CONDITIONS*

  • Work Environment*

  • A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off

  • Constant usage of phone and computer systems


  • Physical Demands*

Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.


/ DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job./

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  • TAKE THE NEXT STEP*

Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.

You ready? Let’s do this.

  • 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.

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