JOB DESCRIPTION
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We are a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Plans and distributes daily work schedules for workforce analyst. Monitor real-time queues and adherence tools to ensure service level and response time objective are met; oversee real-time escalation (Service Level Condition) plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff. Perform and handle other duties/tasks, as assigned by Workforce Manager. This position is a driver of implementing command center performance either through supervision of workforce analyst or direct activities. The ideal candidate will be a self- starter with strong supervisory, communications, and analytic skills.
Essential Duties & Responsibilities
- Analyze historical data, and real-time information to create recommendations to improve daily objectives.
- Monitor, maintain, and track inbound service level goals and department expectations – Service Level, Latency, and Utilization Rate
- Assist in skilling to ensure employees are assigned correctly to the right queue or line of business.
- Collaborate with Operations to make recommendations in situations wherein we are Overstaffed or Understaffed
- Communicate deviation to employees and site leadership specific to deviations on AHT, Non Adherence to Schedules and Noncompliance to Aux States thresholds
- Optimize Breaks and Lunch Schedules
- Enter exceptions or segments.
- Complete assigned program level reports in a timely and accurate manner
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
- Work under general supervision
QUALIFICATIONS
JOB REQUIREMENTS
Education and Experience:
Education:
- High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.
Experience:
- 2-year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
- Proficient in MS Office preferred.
- Ability to work flexible hours (including nights and weekends)
ABOUT US
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
ABOUT THE TEAM
At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.
If you are interested, please send us your CV in English.
Applications will be processed in strict confidentiality.
Only short-listed candidates will be contacted.
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.
