Help optimize scheduling and service levels at a global customer experience leader.
About Alorica
At Alorica, we do one thing—make lives better, one interaction at a time. We’re a global leader in customer service and experience, partnering with the world’s biggest brands and supported by tens of thousands of employees worldwide. Every day, we create insanely great customer experiences while giving back to the communities we serve.
Schedule
- Full-time role with flexible hours (including nights and weekends as needed)
- Only considering candidates based in: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia
Responsibilities
- Plan and distribute daily work schedules for workforce analysts
- Monitor real-time queues and adherence tools to maintain service level and response time goals
- Oversee real-time escalation (Service Level Condition) plans
- Maximize use of technology for efficient traffic distribution and staffing
- Manage intraday call volume trends and adjust workforce requirements accordingly
- Schedule meetings, training, coaching, and other transaction-based work
- Produce daily, weekly, and monthly workforce reports (adherence, attendance, productivity, etc.)
- Ensure workforce management system integrity (agent data, reports, schedules)
- Support command center duties as assigned by the Workforce Manager
Requirements
- 2–5 years of call center workforce management experience, with 1–3 years in a supervisory role
- Experience with scheduling software (IEX, Aspect, or Witness)
- Knowledge of reporting systems (Avaya, Aspect, IEX)
- Strong client communication skills and outsourcing environment experience preferred
- College degree or equivalent work experience required
- Proficiency in Microsoft Office Suite
- Ability to multi-task and adapt to dynamic forecasts
- Strong communication, supervisory, and analytical skills
Benefits
- Paid training with flexible training schedules
- Medical and dental benefits
- Paid time off, holiday, and sick time
- Retirement planning (401k)
- Employee discounts through client programs
- Career growth opportunities across customer service, training, tech support, management, and more
Working at Alorica means joining a supportive, fun environment with incredible career opportunities. If you’re ready to take the next step and help us create better experiences, we’d love to meet you.
Happy Hunting,
~Two Chicks…