Alorica Operations Supervisor in Tucson, Arizona
- Principle Responsibilities:*
r Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.
r Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
r Maintain accurate documentation and recording in required systems.
r Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
r Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
r Maintain diplomacy and tact when dealing with upset or escalated calls.
r Ensure all staff track daily calls.
r Accountable for all decisions, actions, and directives with respect to job responsibilities.
r Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
r Follow up in a timely manner to ensure customer satisfaction.
r Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
r Knowledge, understanding, and compliance with the Company's policies and procedures.
r Participation in Company Programs must meet minimum performance standards.
r Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
r Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
r Provide feedback to management concerning possible problems or areas of improvement.
r Make recommendations to implement improved processes.
r Perform other duties as assigned by management.
_Qualified Candidates Should Possess:_
r Associates Degree or equivalent in relevant work experience.
r 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred.
r Ability to maintain the highest level of confidentiality.
r Ability to lead, direct, and motivate others.
r Ability to prioritize and work in a multi-tasked environment.
r Ability to adapt to a flexible schedule.
r Proficient personal computer skills, including Microsoft Office.
r Excellent interpersonal, written, and oral communication skills.
r Ability to work in a team fostered environment.
r Office environment.
r Ability to lift and/or move 20 pounds with or without accommodation