Alorica - Manager - Operations (4-5 yrs)

About Alorica India:

Alorica is a global leader in Business Process and Customer Satisfaction Outsourcing solutions, dedicated to enhancing customer experiences throughout their lifecycle.

We empower our 100,000+ employees to deliver "insanely great" service to our prestigious clients worldwide, driven by our core values of Passion, Performance, and Possibilities.

We partner with many of the world's most recognized brands, including leading companies in wireless communications, healthcare, banking, retail, automotive, utilities, and technology.

About the Role:

We are seeking a dynamic and results-driven Operations Manager to join our team in India.

You will be responsible for leading and managing a team of customer support representatives in an international voice process, ensuring exceptional customer experiences and achieving operational excellence.

This role requires strong leadership skills, a passion for customer service, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

Team Leadership and Management:

- Lead, motivate, and mentor a team of customer support representatives, fostering a positive and productive work environment.

- Set clear performance expectations, provide regular feedback, and conduct performance reviews.

- Develop and implement strategies to improve team performance and achieve key performance indicators (KPIs).

- Manage team schedules, attendance, and adherence to company policies.

Customer Service Excellence:

- Ensure the delivery of exceptional customer service in an international voice process.

- Monitor and evaluate customer interactions to ensure quality and compliance.

- Handle escalated customer issues and resolve complex problems effectively.

- Implement strategies to improve customer satisfaction and loyalty.

Operational Performance:

- Monitor and analyze operational metrics to identify trends and areas for improvement.

- Develop and implement action plans to optimize operational efficiency and productivity.

- Ensure compliance with client requirements and service level agreements (SLAs).

Manage and improve processes.

Training and Development:

- Identify training needs and develop training programs to enhance team skills and knowledge.

- Conduct regular coaching sessions to improve individual and team performance.

- Stay up-to-date on industry trends and best practices in customer service.

Reporting and Analysis:

- Prepare and present regular reports on team performance and operational metrics.

- Analyze data to identify trends and provide insights to senior management.

- Use data-driven insights to make informed decisions and drive continuous improvement.

Qualifications:

Essentials

- 5 years of experience in customer support, preferably in an international voice process.

- Excellent command of the English language, both spoken and written.

- Strong customer service skills and a passion for helping others.

- High energy levels and a positive attitude.

- Strong leadership and team management skills.

- Excellent communication, interpersonal, and problem-solving skills