Teams at Alorica

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.

Lead compliance audits and assessments, identify gaps and risks, recommend corrective actions, monitor remediation, prepare reports and dashboards, partner with cross-functional teams, and support internal/external audits and regulatory requirements.