Qureos Mentor

Alorica

<div>
 <p>
  At Alorica, we deliver insanely great customer experiences for the world&rsquo;s best-known brands. As a leading provider of customer experience (CX) solutions, we specialize in digital customer care, customer relationship management, and back-office support across a wide range of industries &mdash; from tech and healthcare to finance, retail, and communications.
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 <p>
  <strong>
   A BRIEF OVERVIEW
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 <p>
  Under general supervision, conducts audits, analyzes reports and communicates quality trends, variances, strategies and provides coaching feedback relative to both quality scans and CSAT surveys.
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  <strong>
   YOUR DAY-TO-DAY
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  <li>
   Provides complete, accurate and timely entry of data into a database system.
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   Checks accuracy and relevance of input and output data.
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   Reports on information contained in the database to internal clients, according to a standard format.
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   Performs data analysis, including evaluating data to determine whether or not the data is valid, and identify patterns and trends based on a variety of quality control procedures.
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   Produces standard and ad hoc reports based on data contained in a database.
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   Pulls coaching/transaction metrics weekly and provides to the client.
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  &middot;
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  <strong>
   WHAT YOU BRING TO THE TABLE!
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  <li>
   Advanced English level (B2 in CEFR) and excellent communication skills (oral and written).
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   Organizational, time management, analytical thinking and presentation skills. Detail-oriented and Results-Oriented.
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   Strong knowledge to identify behaviors during a call, and to identify serious violations in customer policies, required.
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   Microsoft Office package intermediate proficiency. Capable to work on-site. Schedule flexibility, including AM/PM shifts during training.
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Quality Assurance Associate

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<p><b>
YOUR DAY-TO-DAY</b></p>
<div>
&bull;Partners with operational leadership to ensure service levels and adherence metrics are met.
</div><div>&bull;Supervise and support a team of schedulers and RTAs, ensuring strong team culture, performance, and alignment with service level goals.
</div><div>&bull;Monitor scheduling, forecasting, and adherence in workforce platforms to ensure real-time and long-term operational efficiency.
</div><div>&bull;Partner with operations and other key stakeholders to drive planning discussions, hiring ramps, and support for business changes.
</div><div>&bull;Analyze performance metrics and deliver daily, weekly, and monthly reports to internal leadership and clients.
</div><div>&bull;Ensure staffing coverage, escalate risks to service delivery, and lead weekly planning meetings with Training, Recruiting, and Ops. Lead by example through consistent coaching, team development, and performance management of direct reports.</div><br>
<p></p>
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<div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<p><b>
WHAT YOU BRING TO THE TABLE!</b></p>
<p>
&bull;Minimum 3 years of experience in Workforce Scheduling or Analyst roles, preferably in a contact center environment. Familiarity with Aspect (Alvaria) and Amazon Connect platforms.
</p><p>&bull;Strong knowledge of scheduling, forecasting, capacity planning, and real-time workforce operations. Intermediate to advanced Excel skills; experience with Power Query is preferred.
</p><p>&bull;Advanced English level (B2 min) with excellent written and verbal communication skills. Strong analytical and problem-solving skills, with the ability to multitask in a fast-paced, dynamic environment.
</p><p>&bull;Must be 100% onsite, available for AM/PM shifts including weekends and holidays; proximity to site is preferred. 6 months tenure in current position and no active warnings or suspensions.</p></div></div>

Operations Support.Enterprise Planning.Workforce.Supervisor

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<p>
YOUR DAY-TO-DAY<br>
Provides regular supervision and mentorship over direct reports.<br>
Ensures regular and effective communication with direct reports on performance, goals, and coaching.<br>
Facilitates daily agent coaching, guidance, management, and development sessions in both written and verbal format to improve the performance of direct reports.<br>
Participates in client-related activities to include client calibration sessions and project planning.<br>
Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.</p><br>
<p></p>
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<div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<p>
WHAT YOU BRING TO THE TABLE!<br>
Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.<br>
Advanced English (B2+ in CEFR) is required. Excellent oral and written communication skills.<br>
Time management , attention to detail, Reporting &amp; leadership skills is required. MS Office Intermediate level proficiency is required.<br>
Full time schedule 24/7 availability is required including weekends.<br>
9 months tenure in Aer Lingus Account. No active disciplinary actions, not under a PIP. Candidates must meet minimum performance standards, including a quality score of 88% (6-month avg), adherence of 95%, absenteeism below 5%, and overall KPIs of 80% (all over the last 4 months).</p></div></div>

Operations.Customer Experience.Customer Experience.Team Manager

<div><div><h2 class="jobSectionHeader"><b>JOB DESCRIPTION</b></h2>
<p><b>
GET TO KNOW ALORICA</b><br>
At Alorica, we only do one thing &ndash; make lives better, one interaction at a time. We&rsquo;re a global leader in customer service and experience, serving the world&rsquo;s biggest brands with tens of thousands of employees in hundreds of locations around the globe.</p>
<p><b>
JOB SUMMARY</b><br>
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 &ndash; 24 subordinate personnel.</p>
<div><b>
JOB RESPONSIBILITIES</b><br>
<ul><li>Provides regular supervision and mentorship over subordinate staff</li><li>Ensure regular and effective communication with subordinate staff on performance, goals, and coaching</li><li>Facilitates daily agent coaching and development sessions in both written and verbal format</li><li>Participates in client related activities to include client calibration sessions and project planning</li><li>Identify and address agent training needs</li><li>Manage team&rsquo;s time entry to ensure 0% discrepancy rate</li><li>Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)</li><li>Manage financial implications of attrition and attendance by maintaining program-specific goals</li><li>Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)</li><li>Completion of weekly Team Manager Scorecard for review with Operations Manager</li></ul></div>
<div><b>
OTHER RELATED DUTIES</b><br>
<ul><li>Diffuse irate customer calls as applicable</li><li>Provide agent support via handling escalated calls, as needed</li><li>Maintain up-to-date employee files and documentation</li><li>Ensure high level customer service is being practiced by all subordinate staff</li></ul></div>
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<div><h2 class="jobSectionHeader"><b>QUALIFICATIONS</b></h2>
<p><b>
JOB REQUIREMENTS</b><br>
<b>Minimum Education and Experience:</b></p>
<ul>
<li>High School Diploma or GED required</li>
<li>2 years of experience as a Team Lead</li>
<li>Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:<br>
1. Excellent oral and written communication skills<br>
2. Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance<br>
3. Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives<br>
4. Successful completion of two management level interview<br>
5. Time management skills and computer proficiency<br>
6. Objectivity, professionalism, and maturity<br>
7. Flexibility and demonstrated ability to adapt well in a changing environment</li>
</ul>
<div><b>Preferred (Not required):</b><br>
<ul><li>Bachelor&rsquo;s degree desirable</li></ul></div>
<div><b>
Licenses and/or Certifications:</b><br>
<ul><li>None</li></ul></div>
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Knowledge, Skills and Abilities:</b><br>
<ul><li>Excellent oral and written communication skills</li><li>Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance</li><li>Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives</li><li>Time management skills and computer proficiency</li><li>Objectivity, professionalism and maturity</li><li>Flexibility and demonstrated ability to adapt well in a changing environment</li><li>Previous sales experience preferred</li></ul></div>
<div><b>
Work Environment:</b><br>
<ul><li>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).</li></ul></div>
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Physical Demands:</b><br>
<ul><li>None</li></ul></div>
<p>
If you are interested, please send us your CV in English.<br>
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Applications will be processed in strict confidentiality.<br>
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Only short-listed candidates will be contacted.<br>
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The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.</p></div></div>

Team Manager Customer Experience

Join Alorica and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Alorica

ABOUT_COMPANY

Quality Assurance Associate

Operations Support.Enterprise Planning.Workforce.Supervisor

Operations.Customer Experience.Customer Experience.Team Manager

Team Manager Customer Experience