Manager Customer Experience Operations

Alorica; Wes-Kaap; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Alorica, a leader in customer service, is seeking a Team Manager to oversee team performance and ensure operational excellence. The role requires a bachelor's degree and extensive experience in call center management. Ideal candidates will have strong analytical and organizational skills, and a commitment to maintaining quality standards in customer service.

Qualifications

• Extensive experience in management and operations in a customer service environment.
• Experience in claims processing and analytical skills.
• Proven background in supervising team performance.

Responsibilities

• Manage operational performance against client requirements.
• Oversee training and development of team members.
• Identify process improvement opportunities.

Skills

Analytical Skills

Organizational Skills

Communication Skills

Client Advocacy

Education

Bachelor’s degree in business or equivalent

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 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.
• Adjudication Experience
• Background within Insurance or Benefits Claims Processing
• Strong Analytical experience
• Detail Oriented
• Proven background working with benefits investigations or research
• Excellent written and verbal communication skills with the ability to solve issues
  
  

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
  
  

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.