Operations Manager- Talent Job in Arcadia 34266, Florida US
About the Job
Join the Leader in the Call Center Business! Alorica Company, is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. We have been trusted by leading brands for over 25 years. PRC was recently named among 2009’s Top Outsourcers by Contact Center World. Operations Manager is responsible for the greatest asset of the company - our people - and through in-touch leadership for ensuring that each team member is engaged and growing in their role. The in-touch Operations Manager is responsible for clear communication while making the connection to the big picture and encouraging dialog.
Performs difficult management level work overseeing broad aspects of a client program(s) at call center facility. Exercises broad oversight over 50–150+ subordinate personnel.Job Functions:
- 50% - Daily Program Operations Management
- 20% - Staff Development, Mentoring
- 15% - Daily Progress Reporting
- 10% - Budget and Fiscal Management of Program
- 5% - Quality Assurance/Process Improvement
Key Job Responsibilities:
- Enforce daily service objective performance goal of 95%
- Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
- Providing recommendations on improving collections techniques and tools
We offer a comprehensive benefits program designed to support the health, wellness and financial security of our employees, from full medical coverage to generous paid holidays and vacations. Alorica’s benefits program is a vital component of your total compensation package, providing a firm foundation for today—and ensuring you and your family a healthier, brighter tomorrow.We at Alorica are proud to be part of a company which does great work while providing an enjoyable and supportive environment. Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.D/V/F/M EOE
Minimum Education and Experience:
- Bachelor’s degree required or related equivalent experience.
- Extensive experience in project management and operations management in a collections call center environment (5+ years).
Knowledge, Skills and Abilities:
- Client advocates with strong customer service and Collections skills.
- Excellent interpersonal skills.
- Ability to manage numerous programs requiring attention to detail.
- Flexibility and versatility in problem analysis and resolution.
- Ability to communicate across functional lines particularly as regards database development.
- Demonstrated knowledge of interviewing and selection process.
- Working knowledge of dialer functionality and call campaigns
- Working knowledge of collections regulations, including but not limited to (FDCPA) Fair Debt Collections Practices Act
