Team Manager Customer Experience - Temporary - Bilingual Spanish
Location: Remote
Employment Type: Temporary
ABOUT US
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.
As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.
HERE’S WHAT THE JOB REALLY LOOKS LIKE
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.
You'll keep the engine running, making sure projects stay on track, processes work the way they should, and teams have what they need to deliver exceptional results. You're the person who sees around corners, anticipates problems, and implements solutions that make everyone's job easier. Your attention to detail and ability to coordinate across teams keeps Alorica operating at the highest level.
HOW YOU’LL MAKE AN IMPACT
- Provides regular supervision and mentorship over subordinate staff
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
- Meet metrics and goals to ensure client satisfaction
WHAT YOU’LL ACTUALLY DO
- Facilitates daily agent coaching and development sessions in both written and verbal format
- Participates in client related activities to include client calibration sessions and project planning
- Identify and address agent training needs
- Manage team’s time entry to ensure 0% discrepancy rate
- Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
- Manage financial implications of attrition and attendance by maintaining program-specific goals
- Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
- Completion of weekly Team Manager Scorecard for review with Operations Manager
- Diffuse irate customer calls as applicable
- Provide agent support via handling escalated calls, as needed
- Maintain up-to-date employee files and documentation
- Ensure high level customer service is being practiced by all subordinate staff
WHAT’LL SET YOU UP FOR SUCCESS
- High School Diploma or GED required
- Completion of Team Manager Onboarding
- Considerable experience managing 15 or more employees either in a supervisory role
- Excellent oral and written communication skills
- Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
- Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
- Successful completion of two management level interview
- Time management skills and computer proficiency
- Objectivity, professionalism and maturity
- Flexibility and demonstrated ability to adapt well in a changing environment
- Bachelor’s degree desirable
WHY ALORICA?
Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.
TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.
What We Offer:
- Competitive base pay with performance-driven incentives
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Career development through Alorica Academy's open-access courses
- Real opportunities to grow within a global organization
- Access to our employee assistance program
- A collaborative, inclusive culture where innovation happens
Our Values
Bold – We challenge conventions and take smart risks
Relentless – We deliver results, no matter what it takes
Connected – We work as One Alorica because we're stronger together
True – We show up as our authentic selves, every single day
Ready to Join Us?
If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.
Apply today!
Location Note: We're currently hiring for this position in: “Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia”.
Equal Opportunity Employer – Veterans/Disabled
DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.
#AloricaUSA #AloricaJobs
Skills Required
- Bilingual Spanish
- High School Diploma or GED
- Completion of Team Manager Onboarding
- Considerable experience managing 15 or more employees in a supervisory role
- Excellent oral and written communication skills
- Strong interpersonal skills including ability to provide constructive feedback
- Successful completion of two management-level interviews
- Time management skills and computer proficiency
- Objectivity, professionalism and maturity
- Flexibility and demonstrated ability to adapt in a changing environment
- Bachelor's degree
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
