**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 extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager. **Key Job Responsibilities:** + Oversees all aspects of team member training and development related to programs and client needs + Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees. + Manages all financial and budgeting responsibilities of operational support division. + Oversees performance and quality standard reviews to ensure outcomes meet client expectations. + Troubleshoots and creates action plans to quickly and effectively address problems. + Identifies process improvement opportunities to drive operational efficiencies operation. + Monitors all key metrics in support of meeting/exceeding initiative objectives. **Other Related Duties** + Maintain positive, consistent, and effective communications with staff and Senior Leadership teams + Other Duties as Assigned **Minimum Education and Experience:** + Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience + Extensive experience in management and operations management in a customer service or call center environment. + BPO/Call Center Experience required + Retail/Online Customer Service experience preferred + Must have experience working remotely **Knowledge, Skills and Abilities:** + Strong organizational and strategic planning skills. + Client advocate with strong customer service skills. + Ability to coach and develop program management to drive program performance. + Flexibility and versatility in problem analysis and resolution requiring attention to detail. + Ability to communicate across functional lines. + Ability to analyze and interpret qualitative and quantitative data + Excellent interpersonal, written and oral communications and organizational skills. **Work Environment:** + Flexibility in hours and days to support program needs + Work performed in a climate-controlled call center environment or corporate office **Must live in one of the following locations: 100% Remote/Work at Home** Arizona, Arkansas, Florida, Georgia, Idaho, Kansas, New Jersey, North Carolina, South Carolina, Tennessee, Texas, Utah & West Virginia **Equal Opportunity Employer - Veterans/Disabled**