- Oversee the overall management of assigned LOBs, ensuring operational performance is aligned with business and client objectives.
- Lead and develop high-performing teams through effective people leadership, coaching, performance management, and employee engagement.
- Monitor and drive key operational KPIs and hygiene metrics, identifying gaps and implementing action plans to improve performance.
- Analyze operational data and trends to support data-driven decision-making and identify opportunities for improvement.
- Manage client and stakeholder relationships, ensuring effective communication, alignment, and timely resolution of business concerns.
- Drive process improvement and operational excellence initiatives to improve efficiency, quality, customer experience, and overall business results.
- Ensure compliance with company policies, client requirements, and operational standards.
- Manage assigned financial responsibilities, including budget utilization, cost management, and financial performance of the LOB.
- Demonstrate strong crisis leadership by effectively managing escalations, operational disruptions, and other critical business situations.
- Communicate business priorities, performance results, and operational updates effectively across teams and stakeholders.
- Foster a culture of accountability, ownership, collaboration, and continuous improvement.
At least 3 years of leadership experience in a BPO or contact center environment.
Proven experience in Operations Management and overall LOB management.
Strong background in People Leadership & Team Management.
Demonstrated expertise in KPI and Performance Management within a metrics-driven operation.
Strong data analysis and problem-solving skills, with the ability to translate insights into actionable business strategies.
Excellent client and stakeholder management and communication skills.
Experience in process improvement and continuous improvement initiatives.
Strong financial acumen, with an understanding of cost management, budgeting, and operational financial performance.
Ability to remain composed and decisive when managing crises, escalations, and operational challenges.
Skills Required
- At least 3 years of leadership experience in a BPO or contact center environment
- Experience in operations management and overall line of business management
- Strong people leadership and team management experience
- Expertise in KPI and performance management within a metrics-driven operation
- Strong data analysis and problem-solving skills
- Ability to translate insights into actionable business strategies
- Excellent client and stakeholder management and communication skills
- Experience in process improvement and continuous improvement initiatives
- Strong financial acumen, including cost management, budgeting, and operational financial performance
- Ability to remain composed and decisive when managing crises, escalations, and operational challenges
Alorica Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alorica and has not been reviewed or approved by Alorica.
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Healthcare Strength — The careers site lists comprehensive healthcare and mental‑health programs as part of the core package, indicating broad medical coverage is available. Company and benefits pages also describe medical, dental, vision, EAP, and HSA/FSA options.
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Retirement Support — Retirement coverage including a 401(k) is part of the advertised benefits. References to retirement planning appear consistently across benefits descriptions.
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Wellbeing & Lifestyle Benefits — Wellbeing elements include tuition reimbursement, employee discounts, and mental‑health/EAP resources, alongside an employee‑led nonprofit (MLBA) that provides emergency grants and community support. These offerings add non‑salary value beyond core insurance.
Alorica Insights
What We Do
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone, through social media, and in-person. And from acquisition and sales to customer care and support, Alorica provides a host of world class services, including logistics and fulfillment. We’re proud to passionately serve clients as diverse as we are — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe. Intrigued? Join us. For these chosen few, we offer: - Opportunities for Growth - Sky’s the limit! Over 80% of our promotions are from within. - Great Locations - With global locations and the option to work remote, our offices are virtually everywhere. - Community Partners – Making an impact matters. That’s why we invest in communities. - Referral Bonuses – Because who doesn’t like a little extra dough in your pocket? - Tuition Reimbursement – So you can keep your options open and your future bright. Are you ready to unleash the possibilities
