Key Responsibilities:
- Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
- Develop short- and long-term staffing plans based on historical data, trends, and business requirements
- Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
- Analyze workforce data to identify trends, risks, and opportunities for improvement
- Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
- Ensure adherence to schedules, attendance policies, and productivity standards
- Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
- Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
- Lead, coach, and develop WFM team members (RTA, schedulers, planners)
- Drive continuous improvement initiatives in workforce processes and tools
Qualifications:
- Bachelor’s degree in Business Administration, Statistics, or related field
- 5–8+ years of experience in Workforce Management in a BPO or contact center environment
- At least 2–3 years in a leadership role
- Strong knowledge of forecasting, scheduling, and capacity planning methodologies
- Experience using WFM tools such as NICE IEX, Verint, or similar platforms
- Advanced skills in Excel and data analysis
- Strong leadership, communication, and stakeholder management skills
Skills Required
- Bachelor's degree in Business Administration, Statistics, or related field
- 5-8+ years of experience in Workforce Management in a BPO or contact center
- At least 2-3 years in a leadership role
- Strong knowledge of forecasting, scheduling, and capacity planning methodologies
- Experience using WFM tools such as NICE IEX, Verint, or similar
- Advanced skills in Excel and data analysis
- Strong leadership, communication, and stakeholder management skills
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
