Job Description
Summary
We are seeking a leader to oversee the strategic and operational performance of a call center team, ensuring high-quality service delivery and alignment with client expectations. This role drives team development, manages resources and financial performance, and identifies opportunities to improve efficiency and growth.
Responsibilities
- Develop and implements long and short-term strategies to effectively utilize technical and human resources to provide quality service to clients.
- Oversee development of management team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.).
- Supervise the coordination of service to meet new and existing client program objectives and expectations. Ensures that monthly and annual client reviews are conducted.
- Monitors/approve monthly client billing, making revisions, as necessary. Tracks revenue to plan and report variances monthly.
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