DavenportRecruiter
the smart solution for Davenport jobs

ESI Team Manager

Company: Alorica
Location: Davenport
Posted on: December 7, 2018

Job Description:

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 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 team's 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
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 ABOUT ALORICA

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

Keywords: Alorica, Davenport , ESI Team Manager, Executive , Davenport, Iowa

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Restaurant General Manager - Start at $65k / yr
Description: The GM is responsible for total operations of a single Red Robin restaurant including all aspects of profit and loss, hiring and training of both management and hourly team, daily execution of safety/sanitation, (more...)
Company: Red Robin
Location: Davenport
Posted on: 12/16/2018

Office Manager
Description: Promotes a helpful and welcoming environment as neighborhood residents and other community members walk in or call the Neighborhood Center. Provides overall facility supervision. Assists with program (more...)
Company: Neighborhood Centers of Johnson County
Location: Iowa City
Posted on: 12/16/2018

Restaurant Manager - $2500 Sign-on bonus - Start at $55k+ / year-Red Robin Restaurant
Description: At Red Robin our Assistant Managers support and ensure that the restaurant operates within Red Robin International guidelines, while meeting/exceeding sales and profitability objectives established during (more...)
Company: Red Robin
Location: Cedar Rapids
Posted on: 12/16/2018


Environmental, Health and Safety Manager (HSE/EHS)
Description: This position is with a world-class chemical company. Global demand for their products have caused them to grow and add to staff. This plant is well operated and managed.They are offering a nice salary (more...)
Company: Ethical Search Professionals, Ltd
Location: Peoria
Posted on: 12/16/2018

Restaurant General Manager - Start at $65k / yr-Red Robin Restaurant
Description: Restaurant General Manager - Start at 65k / yr-Red Robin Restaurant The GM is responsible for total operations of a single Red Robin restaurant including all aspects of profit and loss, hiring and training (more...)
Company: Red Robin
Location: Davenport
Posted on: 12/16/2018

Kitchen Manager/Sous Chef
Description: Kitchen Manager/Sous Chef- Job Description- We are always looking for passionate chefs who are dedicated to providing the best possible experiences for our guests and employees Our Management team creates (more...)
Company: Biaggi's Ristorante Italiano
Location: Davenport
Posted on: 12/17/2018

Entry Level Sales and Sales Management
Description: Job DescriptionAbout the Job Do you seek personal satisfaction, the opportunity to advance, work/life balance and unlimited earning potential If you're motivated to achieve your dreams, we'll provide (more...)
Company: Bankers Life
Location: Davenport
Posted on: 12/17/2018

Vice President of Technology - Powder Metals
Description: REQUIREMENTS:Must have high level technical knowledge in Powder
Company: Eric V Stearley CPC & Associates
Location: Rockford
Posted on: 12/16/2018

Restaurant General Manager - Start at $65k / yr
Description: Restaurant General Manager - Start at 65k / yr The GM is responsible for total operations of a single Red Robin restaurant including all aspects of profit and loss, hiring and training of both management (more...)
Company: Red Robin
Location: Davenport
Posted on: 12/16/2018

Restaurant Manager - $2500 Sign-on bonus - Start at $55k+ / year
Description: At Red Robin our Assistant Managers support and ensure that the restaurant operates within Red Robin International guidelines, while meeting/exceeding sales and profitability objectives established during (more...)
Company: Red Robin
Location: Cedar Rapids
Posted on: 12/16/2018

Log In or Create An Account

Get the latest Iowa jobs by following @recnetIA on Twitter!

Davenport RSS job feeds