Alorica Healthcare Enrollment Specialist Team Manager - Tillman's Corner in Mobile, Alabama

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

JOB RESPONSIBILITIES

  • Provides regular supervision and mentorship over subordinate staff

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

  • 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



OTHER RELATED DUTIES* *

  • 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

*JOB REQUIREMENTS *

  • Minimum Education and Experience:*

  • Minimum 3 years’ experience in a customer service/call center environment

  • Staff management experience

  • Ability to independently identify, research and resolve issues

  • Demonstrated ability to manage multiple priorities and deadlines

  • An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills

  • An excellent facilitator who is experienced in resolving conflicts between different parties to a dispute

  • Capability to efficiently complete tasks in a fast paced environment

  • Ability to exercise considerable judgment, maintain confidentiality and act in a diplomatic manner

  • A well-organized and self-directed individual who is able to work with minimal amount of supervision

  • Ability to delegate and accomplish tasks through other people

  • Ability to work with peers in a team effort

  • Proficient in Microsoft Office and industry related software programs

  • Ability to work extended hours, weekends, and holidays pursuant with industry demands

  • PREFERRED QUALIFICATIONS:*

  • Certified, Licensed, or Registered Pharmacy Technician

  • Pharmacy technician experience__

  • Medicare Part D knowledge__

  • Bilingual in English and Spanish

  • Knowledge, Skills and Abilities:*

  • 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

  • Time management skills and computer proficiency

  • Objectivity, professionalism and maturity

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


  • Work Environment:*

  • Running day to day operations-100% (Of this time, 20% is devoted to administrative duties, 20% to client related activities such as calibration sessions, project planning, etc., and 60% to the development of Customer Care Consultants).

  • Physical Demands:*

Ability to sit for prolonged periods of time.

  • 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.