GET TO KNOW ALORICA
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.
JOB SUMMARY
Performs routine telephone service monitoring of call center agents to ensure appropriate call volume levels are maintained and service levels, occupancy and staffing requirements are met.  Work is performed under general supervision.
JOB RESPONSIBILITIES
• Partners with operational leadership to ensure service levels are met
• Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status
• Monitors break and lunch schedules, tardiness, and/or early departures due to sickness or family emergency to ensure proper staffing levels and adherence
• Documents system or telephone problems identified by team members; provides follow-up to ensure problem is resolved
OTHER RELATED DUTIES
• Escalates any larger system and/or telephone problems to both operational leadership and client management
• Assist Schedulers/Team Managers (weekly) with revisions of work schedules
• Assist Schedulers/Team Managers in reviewing agent requests for time off such as vacation and personal days
• Other duties as assigned to include various ad hoc reporting requests
• Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism
• Evaluates opportunities for down-staff/overtime and communicates recommendations accordingly
Minimum Education and Experience:
• High School Diploma or equivalent
• Technical certification or Associate degree, preferred
• Credible experience (2-4 years) in a call-center environment, including some (2-4 years) customer service experience
• Experience with Avaya or other call center phone systems
• Experience with TCS eWFM, IEX, GMT Planet, Blue Pumpkin or other workforce management tools
Knowledge, Skills and Abilities:
• Knowledge of organizational procedures and practices
• Excellent organizational skills
• PC proficiency/MS office
• Excellent interpersonal skills
• Good analytical skills
• Must be detail oriented and assertive
• Must possess excellent listening as well as verbal and written communication skills
• Able to establish good teamwork ability
• Must have proven leadership skills, strong decision making abilities as well as the ability to multi task
• Possess cooperative and positive attitude towards clients, employees and company
• Ability to work independently with minimal direction
Work Environment:
• Constant work performed in an a call-center environment
Physical Demands:
• Frequent work performed while sitting and/or standing
• Constant use of computer, telephone devices, and other general office equipment
Equal Opportunity Employer – Veterans/Disabled