Teams 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.