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.

Work Environment

r Office environment.

r Ability to lift and/or move 20 pounds with or without accommodation