Alorica
Alorica

Customer Experience Associate - San Nicolas, Ilocos Norte  

Alorica

 
  • San Nicolas, Philippines
    San Nicolas, Ilocos Norte, Philippines
    San Nicolas
    Ilocos Region
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-01-30T16:00:00+00:00
Job closed.

Job Description

Summary

  • Provide Coaching support to the new hire and experienced agents to impact customer experience positively.
  • Monitor, document and report performance improvement initiatives for assigned account(s) and/or programs(s). Provide specific feedback and analysis to supervisory and management staff to help identify areas of opportunity and develop key improvement initiatives impacting Customer Experience.

Essential Duties & Responsibilities

  • Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members. Support supervisory staff in their coaching efforts and provide coaching assistance as needed.
  • Perform analysis and report results of key improvement initiatives to Operations and the Training organization.
  • In line with business requirements, conduct reviews of agent performance to ensure adherence to defined processes and client service standards and requirements.
  • Evaluates team/shift performance against performance parameters.
  • Participate in internal and external client monitoring/calibration sessions in order to ensure thorough understanding of programs, goals and client standards of excellence.
  • As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s).
  • Support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and our employees.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. < >Perform other duties as assigned by management.

Minimum Qualifications

Experience:

  • Previous call center/BPO experience preferred. Prior quality assurance and/or monitoring experience a plus.

Knowledge, Skills, Abilities & Other Characteristics:

  • Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
  • Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
  • Ability to coach and provide constructive feedback on proper process and techniques.
  • Detail oriented.
  • Strong organization and time management skills.
  • Proficient personal computer skills including Microsoft Office.
  • Excellent listening and problem-solving skills.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to adapt to a flexible schedule.
  • Ability to maintain the highest level of confidentiality.

Perks and Benefits

  • Medical / Health InsuranceMedical / Health Insurance
  • Relocation AssistanceRelocation Assistance

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Graduated from high school
Office Address
San Nicolas, Ilocos Norte, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
http://jobs.alorica.com/ph-lead-capture/

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About Alorica

Who is Alorica? It’s pretty simple, really. We’re a company that does one thing—we make lives better…one interaction at a time—for our clients, customers, colleagues and communities. And we do it by relying on our people and leveraging the process, tools and technologies needed to deliver an insanely great customer experience. Every day, we find new ways to challenge the status quo and deliver innovative solutions—and we have a pretty awesome time doing it, too. At Alorica, our focus is on creating insanely great experiences for customers—online, on the phone and through social media. We approach it from all sides; from acquisition and sales to customer care, offering a suite of world-class services including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. Our team is vast and wide, comprised of more than 100,000 employees in 150 locations across 16 countries around the globe—but we call Orange County, the land of perpetual sunshine and avocado on everything, home. We’re making lives better…one interaction at a time. We combine passionate people with powerful solutions. Join us and together let’s change the game!

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