💼 Company: Alorica
📍 Location: 100% Remote (Must reside in FL, GA, SC, NC, VA, TX, ID, or TN)
🕒 Schedule: Full-Time | On-Call Rotation
📅 Job ID: 230607 | Posted: July 22, 2025
Lead a Team That Delivers Exceptional Customer Experiences
At Alorica, we’re dedicated to making lives better—one interaction at a time. As a global leader in customer service, we partner with the world’s top brands and empower our teams to grow, lead, and deliver outstanding support. Now, we’re hiring a Team Manager to oversee day-to-day call center operations in a dynamic remote environment.
🚀 Role Overview: Team Manager, Customer Experience
In this role, you’ll supervise a team of 20–24 call center agents, drive performance goals, and ensure your team delivers high-quality customer service. This position requires strong leadership, coaching skills, and a proven background in BPO or call center management.
🔍 Key Responsibilities:
- Supervise and coach a team of 20–24 customer experience agents
- Conduct daily coaching sessions (written & verbal) and track performance
- Collaborate in client meetings, calibrations, and planning sessions
- Manage attendance, attrition, scheduling, and time entry accuracy
- Monitor and report KPIs (AHT, quality scores, sales performance)
- Handle escalated customer calls when needed
- Maintain up-to-date employee records and documentation
- Foster a high-performing, customer-focused team culture
✅ What You’ll Bring:
- Required: BPO/call center experience in a leadership role
- Experience managing 15+ employees or direct reports
- Strong coaching, feedback, and performance development skills
- Excellent written and verbal communication
- Proven time management and multitasking in fast-paced settings
- High School diploma or GED required
- Must reside in one of the following states: FL, GA, SC, NC, VA, TX, ID, TN
Preferred:
- Bachelor’s degree
- Experience in retail or online customer service environments
💡 Additional Requirements:
- Computer proficiency and ability to adapt in changing environments
- Successful completion of two management-level interviews
- Professional, team-oriented mindset
🌈 Alorica is an Equal Opportunity Employer
We are proud to support veterans and individuals with disabilities. Accommodations are available upon request.
👉 Ready to step into a leadership role that drives impact? Apply now and help shape customer experiences at scale.