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    Team Manager Customer Experience - San Antonio, United States - Goodwill San Antonio

    Goodwill San Antonio
    Goodwill San Antonio San Antonio, United States

    3 weeks ago

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    Description

    Job Description - Team Manager Customer Experience **Job Description**

    Team Manager Customer Experience **Description**

    GET TO KNOW ALORICA

    At Alorica, we only do one thing make lives better, one interaction at a time. Were a global leader in customer service and experience, serving the worlds 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 teams 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

    **Qualifications**

    JOB REQUIREMENTS

    **Minimum Education and Experience:**

    High School Diploma or GED required

    Completion of Team Manager Onboarding

    Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

    1. excellent oral and written communication skills

    2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

    3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives

    4. successful completion of two management level interview

    5. time management skills and computer proficiency

    6. objectivity, professionalism and maturity

    7. flexibility and demonstrated ability to adapt well in a changing environment

    **Preferred (not required):**

    Bachelor degree desirable

    **Licenses and/or Certifications:**

    None

    **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:**

    None

    **Equal Opportunity Employer - Veterans/Disabled**

    **Job**

    : Operations **Primary Location**

    : United States-Texas-San Antonio **Work Locations**

    : 10940 Laureate Drive Building 8000 San Antonio, TX Laureate Drive Building 8000 San Antonio 78249 **Schedule**

    : Full-time **Job Posting**

    : 12/02/2021, 1:14:18 PM

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