Alorica

Role Description Responsible for managing the Planning team inside the BPOs and give guidance to them. Work closely with (both WFM and SD teams) to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, provide updates about absenteeism, turnover, HC management, etc. in the weekly staffing meetings and/or other forums where those information’s are relevant. Qualifications - Lead and manage the team. - Be the POC of the team in the MBRs and weekly meetings between the vendor and the client. - Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs. Requirements - Support the team on trend analysis and work very close to (WFM and SD) to understand the root causes of volume behavior change. - Follow the client guidelines in regard to multi skilling and synergies among the operations to support the incoming volume and SLA targets. - Help the team build and track the action plans discussed in the weekly staffing meetings or MBRs and provide updates on the action plan results to the main stakeholders. Company Description 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. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

Role Description You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you’re detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reach out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Record detailed call information for auditing, reporting, and follow-up purposes - Maintain and update customer records to ensure accurate and current information - Identify opportunities to introduce customers to new or enhanced services that meet their needs - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience - Sell new or improve services to existing customers - Credit Card Activation Qualifications - High school diploma or GED - 6+ months of customer service or sales experience preferred - Sales experience preferred - Strong computer navigational skills - Familiarity with Microsoft Office applications (Word, Excel) - Excellent oral and written communication skills - Exceptional listening and comprehension skills - Professional and courteous - MUST have an active Life License Qualification Program certification Requirements - Work at home environment is in a private residence and matches the address listed on file - Personal computer required - Desktop/laptop computer must be 2017 or newer - Minimum 1.5GHz intel i5 or AMD Ryzen 5 Dual Core Processor - Minimum 8G of RAM memory - Microsoft Windows 10 V1909 - Hard Drive with a minimum available free hard drive space of 10 GB - Sound Card installed - Latest Chrome browser - No toolbars installed such as Google, Yahoo etc. - Windows update must be enabled to update automatically - Windows firewall enabled - Windows Defender must be the only Antivirus Software and enabled - Windows Update, anti-virus updates and a full virus scan need to be completed every 7 days - Power supply - An Internet/Broadband Internet Connection such as DSL or Cable only. We do not accept Satellite, Dial-up or Wireless Internet connections (5G). - Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 3 Mbps. - USB headset - Web cam enabled Benefits - Paid time off - Leadership development programs designed to support career growth and advancement - Professional and personal development through open-access courses via Alorica Academy - Paid training - Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more - Employee assistance program for personal and professional support - Additional voluntary benefits to meet your individual needs - Regular contests, team challenges, and company events that foster motivation, engagement, and sustained performance. - Active participation in community initiatives and outreach programs Our Values - Bold – We challenge conventions and take smart risks - Relentless – We deliver results, no matter what it takes - Connected – We work as One Alorica because we're stronger together - True – We show up as our authentic selves, every single day Ready to Join Us? If you're looking for a place where your work matters, your voice is heard, and you can build a real career, let's talk. Apply Today!

Role Description You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service - Listen actively to understand the root of the issue and provide clear, effective solutions - Record detailed call information for auditing, reporting, and follow-up purposes - Maintain and update customer records to ensure accurate and current information - Identify opportunities to introduce customers to new or enhanced services that meet their needs - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience Qualifications - Experience in customer service or a related field - Strong communication and interpersonal skills - Ability to handle difficult situations with professionalism - Detail-oriented with strong organizational skills Requirements - Full-time availability - Work from home capability - Proficient in using customer service software and tools Benefits - Competitive salary - Health and wellness benefits - Opportunities for career advancement - Supportive work environment

Role Description Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel. You'll keep the engine running, making sure projects stay on track, processes work the way they should, and teams have what they need to deliver exceptional results. You're the person who sees around corners, anticipates problems, and implements solutions that make everyone's job easier. Your attention to detail and ability to coordinate across teams keeps Alorica operating at the highest level. Qualifications - Bilingual in Spanish - Experience in customer service management - Strong communication skills - Ability to mentor and develop staff Requirements - 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 - 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 Benefits - Competitive salary - Flexible work environment - Opportunities for career advancement

Role Description Supporting training department by performing work educating, testing, and coaching new hires to a specified account using curriculum and materials specialized to a particular account. - Conduct new hire training in a classroom setting - Conduct follow-up one-on-one training when necessary - Conduct refresher training sessions - Conduct certification sessions - Attend training meetings - Attend training/quality assurance meetings - Assist training department with any other necessary functions - Conducts phone time when not facilitating a class or assisting with other training duties. Scorecard performance will be monitored. Qualifications - Healthcare Experience Preferred Company Description 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. - Largest minority-owned CX provider - Delivering digital-first, people-centered experiences for some of the world's most respected brands - Helping businesses solve their toughest customer experience challenges for over 25 years - Top Place to Work, serious about creating an environment where people show up as their genuine selves

Role Description Here's What the Job Really Looks Like - You're a natural problem-solver who's good with people. - You know how to listen to what someone's really asking for (not just what they're saying). - You can explain solutions in a way that makes sense. - You stay calm under pressure. - You’re detail-oriented enough to keep information accurate. - You genuinely care about leaving customers better off than when they reach out. How You'll Make an Impact - Speak with customers over the phone, email, or chat to resolve their questions or concerns. - Record detailed call information for auditing, reporting, and follow-up purposes. - Maintain and update customer records to ensure accurate and current information. - Identify opportunities to introduce customers to new or enhanced services that meet their needs. - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience. - Escalate customer complaints and/or calls to your manager when necessary. Qualifications - High school diploma or GED. - 6+ months of customer service or sales experience preferred. - Sales experience preferred. - Strong computer navigational skills. - Familiarity with Microsoft Office applications (Word, Excel). - Excellent oral and written communication skills. - Exceptional listening and comprehension skills. - Professional and courteous. Requirements - Work at home environment is in a private residence and matches the address listed on file. - Personal computer required. - Desktop/laptop computer must be 2017 or newer. - Minimum 1.5GHz Intel i5 or AMD Ryzen 5 Dual Core Processor. - Minimum 8G of RAM memory. - Microsoft Windows 10 V1909. - Hard Drive with a minimum available free hard drive space of 10 GB. - Sound Card installed. - Latest Chrome browser. - No toolbars installed such as Google, Yahoo etc. - Windows update must be enabled to update automatically. - Windows firewall enabled. - Windows Defender must be the only Antivirus Software and enabled. - Windows Update, anti-virus updates and a full virus scan need to be completed every 7 days. - Power supply. - An Internet/Broadband Internet Connection such as DSL or Cable only. - Your workstation must be connected directly to the Internet with proof that your ISP meets a minimum download speed of 10 Mbps and minimum upload speed of 3 Mbps. - USB headset. - Web cam enabled. Benefits - Paid time off. - Leadership development programs designed to support career growth and advancement. - Professional and personal development through open-access courses via Alorica Academy. - Paid training. - Employee discounts on groceries, travel, insurance, phone plans, health & wellness, pet supplies, and more. - Employee assistance program for personal and professional support. - Additional voluntary benefits to meet your individual needs. Company Description We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

Role Description Responsible for providing technical pre-sales solutioning support to the sales team. Works within the IT Solution Development team of the IT Client Engagement group. Qualifications - A thorough understanding of costing and pricing contact center technologies. - Excellent technical presentation skills, both remote and face-to-face. - Ability to manage difficult or emotional customer situations. - Strong listening skills and ability to attain clarification. - Demonstrates group presentation skills and participates in meetings. - Understands business implications of decisions and aligns work with strategic goals. - Identifies and resolves problems in a timely manner. - Assesses own strengths and weaknesses and pursues training and self-development opportunities. - Balances team and individual responsibilities and supports everyone's efforts to succeed. - Treats people with respect and upholds organizational values. Requirements - Provide Technical Pre-Sales Solution Support. - Assist in Closing New Business & Provide Solutions Support for Existing Business. - Participate and lead internal and external presentations to C-level clients, technologists, and business partners. - Design creative, well-thought out recommendations to improve technical capabilities. - Contribute to sales team effort to ensure timely and successful closing of sales. - Assess existing client environments and provide consultative conversations. - Carry the initial estimated solution costs through the company’s pricing process. - Provide technical support during the pre-sales process to prospects. - Become the main point of contact for clients' technical questions pre-sales. - Work in conjunction with Sales, Development, Technical Support, Client Technology Managers, Business Analysts and Product Management. - Contribute knowledge and experience to technical documentation. Company Description 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. - The largest minority-owned CX provider. - Delivering digital-first, people-centered experiences for some of the world's most respected brands. - Helping businesses solve their toughest customer experience challenges for over 25 years. - A Top Place to Work, serious about creating an environment where people show up as their genuine selves.

Role Description Responsible for designing, developing and implementing scalable, maintainable, highly available network architectures that support network infrastructure and meet business objectives. Responsible for providing client support for network infrastructure including advanced design, setup and support of systems. How You’ll Make an Impact - Configure and install various network devices and services - Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations - Monitor performance and ensure system availability and reliability What You’ll Actually Do - Monitor system resource utilization, trending, and capacity planning - Provide senior level support and troubleshooting to resolve issues - Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure - Select and implement security tools, policies, and procedures in conjunction with the company’s security team - Liaise with vendors and other IT personnel for problem resolution - Properly set the scope and timelines of new projects to meet completion deadlines - Demonstrate the ability to prioritize and manage competing demands and tasks and successfully manage multiple engagements that may require additional resources - Interface with all levels of employees internally and within client businesses to support program requirements (business owners, project managers, customer employees and customers’ executive management) - Provide technical guidance to other IT professionals to correct problems encountered with network software and connectivity - Design, install, and support Route/Switch environments - Design, install, and support firewall environments - Monitoring network engineering performance and ensure system availability and reliability - Identifying and implementing work efficiencies through process improvement techniques - Other computer operations work as required

Role Description You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service - Listen actively to understand the root of the issue and provide clear, effective solutions - Record detailed call information for auditing, reporting, and follow-up purposes - Maintain and update customer records to ensure accurate and current information - Identify opportunities to introduce customers to new or enhanced services that meet their needs - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience Qualifications - Excellent communication skills - Strong problem-solving abilities - Detail-oriented - Ability to stay calm under pressure Requirements - Experience in customer service preferred - Ability to work from home - Full-time availability Benefits - Competitive salary - Comprehensive health benefits - Opportunities for career advancement - Supportive work environment Company Description We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. 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. Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

Role Description You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. - Guide customers through questions, concerns, or challenges they encounter while using the product or service - Listen actively to understand the root of the issue and provide clear, effective solutions - Record detailed call information for auditing, reporting, and follow-up purposes - Maintain and update customer records to ensure accurate and current information - Identify opportunities to introduce customers to new or enhanced services that meet their needs - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience Qualifications - Strong communication skills - Ability to listen and understand customer needs - Detail-oriented - Calm under pressure Requirements - Experience in customer service, preferably in healthcare - Proficient in using customer relationship management (CRM) software - Ability to work independently in a remote environment Benefits - Full-time employment - Work from home flexibility - Supportive work environment