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.
Essential Duties & Responsibilities
- Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.
- Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner.
- Integrates data generated locally and from other clients to create reports that will reflect the performance of agents and for Operations' purposes.
- Collects, assembles, and analyzes data for operating trends & issues using Excel spreadsheets and Access/SQL databases.
- Provides immediate feedback or updates to the management team as to the center's performance.
- Audits reports and uses available resources to confirm accuracy
- Identifies and resolves reporting issues proactively but immediately informs the direct supervisor for any hot issues
- Coordinates with WFM regarding data sources and other related reports
- Facilitates the monitoring of performance recognition and incentive programs every month/pay period
- Completes other duties and projects as required.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
QUALIFICATIONS
Qualifications & Requirements
Education:
- Bachelor's Degree or equivalent relevant work experience.
Experience:
- One to three years related experience.
Knowledge, Skills, Abilities & Other Characteristics:
- Must have above average data analysis and problem-solving skills
- Outstanding organizational skills and the ability to handle multiple projects while meeting deadlines without sacrificing the quality of work
- Knowledgeable in MS Office Suite (WORD, VISIO, POWERPOINT, ACCESS). Knowledge in MS Access databases, Microsoft SQL and .Net environment and/or other web applications would be an advantage
- Must possess strong interpersonal and communication skills to work effectively with management and clients
- Ability to work individually on a project or in a team environment with technical and non-technical colleagues
- Must be comfortable working with highly confidential data as well as learning data at a company-wide level.
- Demonstrated ability to work in a fast-paced environment
- Must be available to work flexible hours to support hours of operation
Position Scope
- Supervisory/Management Responsibility: Yes
Relationships:
- Internal- Associates, all management levels
- External- local and government agencies
Work Environment
- Office environment.
- Ability to lift and/or move 20 pounds with or without accommodation.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.
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.
