• Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analyzing data and trends.
• Utilize scheduling software to generate optimized schedules that balance the needs of the business with the needs of the agents.
• Conduct workforce simulations and what if scenarios to find the best mix of creative schedules as required.
• Process time off, shift trade requests, and shift bids.
• Encode and maintain Workforce tool information such as Employee details, Skills, LOBs, ACD, Work patterns, etc.
• Meet forecast accuracy and schedule efficiency targets
• Schedule & perform coaching and training or other pre-planned activities.
• Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.
• Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform special assignments and tasks and other duties as assigned by management.
• Work under general supervision.
Qualifications• High School Diploma required.
• Bachelor’s Degree or if undergraduate, with relevant work experience preferred.
• 1 year relevant Workforce experience required
• Prior experience with EWFM, Aspect, and IEX preferred
Skills Required
- High School Diploma
- Bachelor's Degree or relevant experience
- 1 year relevant Workforce experience
- Experience with EWFM, Aspect, and IEX
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
