Jobs at Alorica

Provide 24x7 incident response and support for Severity 1 outages, lead troubleshooting of network and system infrastructure, coordinate with IT teams and vendors, manage conference bridge calls, drive process improvements, and meet departmental metrics within a rotating on-call structure.

Deliver language skills and accent neutralization training for new hires, design and facilitate communication and leadership modules, assess language proficiency, provide targeted coaching, run voice assessments during recruitment, collaborate with Operations to maintain English standards, and support language incentive programs.

Manage and lead a BPO workforce planning team, validate capacity plans, analyze volume trends, ensure WFM systems (NICE, PIMS) are updated, drive action plans and stakeholder communication to meet SLA and staffing targets.

Provide inbound telecom customer support from a remote home office: answer calls, troubleshoot mobile and network issues, resolve billing and service inquiries, de-escalate situations, and identify sales opportunities while following quality and security standards.

The Customer Support Representative guides customers through questions and concerns, provides solutions, records call details, updates records, and enhances customer experience using phone and computer systems.

Supervise a 20-24 person call-service team, coach agents, manage performance metrics (AHT, quality, sales), handle escalations, coordinate staffing, maintain documentation, and support client-facing activities to ensure high customer satisfaction.

The Learning Delivery Specialist conducts language training, including accent neutralization, and develops additional training programs for employee support.

Manage customer support operations, resolve queries, ensure customer satisfaction, and lead a team of 100-200 employees. Require strong communication and operational skills.

The Learning Delivery Specialist conducts various language training programs, develops training courses, and supports employee development within the Company Academy.

The Team Manager is responsible for leading a team, demonstrating leadership skills, and ensuring continuous improvement while meeting deadlines.

The Learning Specialist conducts various language training programs and facilitates additional courses for employee development within the company.

The Learning Specialist will support training and development initiatives, enhance employee skills, and improve customer service delivery within the company.

Conduct financial analysis, monitor budgets, support pricing strategies, prepare reports for leadership, and track profitability.

The Learning Delivery Specialist conducts various language training programs and develops training courses for employee support.

The Learning Specialist will develop, implement, and assess training programs to enhance employee performance and customer service quality.

The Sr. Director of Customer Experience will lead initiatives to enhance customer interactions and create exceptional experiences while managing a large team and driving performance improvements.

Evaluate and document the quality of customer interactions, provide feedback on agent performance, and participate in quality monitoring sessions.

The Quality Assurance Associate evaluates agent customer interactions, provides feedback, conducts reviews, documents observations, and participates in calibration sessions to ensure quality standards.

The Learning Specialist will focus on developing training programs and supporting employee learning initiatives to enhance customer service experiences.

The Learning Delivery Specialist conducts language training and develops courses for ongoing employee development, focusing on language skills and accent neutralization.