Job Description

Essential Duties & Responsibilities

• Manage teleservices programs to ensure client retention, satisfaction, and account growth.
• Coordinate and track deliverables to ensure high-quality service delivery.
• Serve as a key client contact and advocate, maintaining strong relationships with clients and internal teams.
• Collaborate with Operations to define business requirements, KPIs, and program setup.
• Monitor program performance through meetings, call monitoring, and calibration sessions.
• Support staffing planning and scheduling with Operations.
• Identify process improvements to enhance service quality, productivity, and financial goals.
• Review client invoices, ensure billing accuracy, and assist with financial forecasting.
• Address client concerns and ensure timely delivery of activity and performance reports.
• Lead client reviews, satisfaction surveys, and support program launches or expansions.
• Implement best practices and participate in contract discussions and business review meetings.

Qualifications & Requirements

Education:

• Bachelor’s degree in Business, Marketing, Communications, Retail Management, or related field.

Experience:

• Experience in teleservices or contact center operations.
• Background in project or client management and familiarity with contact center technologies.

Skills & Competencies:

• Strong communication, interpersonal, and organizational skills.
• High initiative, urgency, and attention to detail.
• Knowledge of direct marketing and project management is an advantage.
• Strong problem-solving and analytical skills.
• Willing to travel domestically and work overtime when required.

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. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.