Team Manager - Operations Systems Support

At Alorica , we’re redefining what it means to deliver world-class customer experience (CX). With more than 100,000 employees across 16 countries , we provide customer service and digital solutions for some of the world’s leading brands — in industries ranging from healthcare and financial services to communications, retail, and technology.

In Egypt, Alorica is proud to be part of a global community of diverse, talented professionals who thrive in a fast-paced, collaborative environment that values innovation, inclusion, and career growth.

Join us and help us make lives better — one interaction at a time.

A BRIEF OVERVIEW

Responsible for System and ID administration, new user uploads, and issue resolution related to the contracted Services. System requirements and technology are the same as an Agent and Representative. This role is responsible to login and utilize the client chat platform for unified and real-time communication.

YOUR DAY-TO-DAY

•Provides site-level systems support and ID contact between Vendor and the client.

•Provides system and ID support and readiness.

•Provides troubleshooting assistance to Agents.

•Coordinates Agent ID tracking and issuance.

•Communicates new, termed and changes in Agent status to the client.

•Manages system issue tracking, escalation and resolution support.

•Coordinates all access, change, and term requests for those working on the project.

WHAT YOU BRING TO THE TABLE!

•Ability to effectively organize work and priorities against deadlines. Strong communication skills. Results and people-oriented. Ability to work in a fast-paced environment and confidentiality is required.

•Advanced English (B2+ in CEFR) (oral & written).

•IT basic knowledge, basic Excel skills, data base and troubleshooting experience.

•Capable to on-site. Schedule flexibility 24/7, including weekends.