Operation Supervisor-Sales

Join the Leader in the Call Center Business!Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate, and maintain our customer’s precious asset— their customer relationships. SummaryResponsible for leading effective and profitable results for the team.

Administers company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.Key responsibilities Provides regular supervision and mentorship over direct reports. Ensure regular and effective communication with direct reports on performance, goals, and coaching. Handles customer escalations and provides appropriate support and resolution to address customer concerns.

Facilitates daily agent coaching, guidance, management, and development sessions in both written and verbal format to improve the performance of direct reports. Participates in client-related activities to include client calibration sessions and project planning. Manages timekeeping and timecard entry of the team to ensure zero discrepancy rate.Qualifications & RequirementsEducation & experience +2 years in Sales and Customer experience is required.

Bachelor's Degree or equivalent relevant work experience. Previous leadership experience in a call center operation. Prior experience supervising multiple employees preferred.Knowledge, Skills, and Abilities Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.

Availability to work in different schedules AM/PM including weekends is a requirement. Time management, attention to detail & leadership skills is required. MS Office Intermediate level proficiency is required.

Ability to create actions plans and advanced English level and strong communications skills. Microsoft Office proficiency, Excel intermediate knowledge required. Advance English Level oral and written is a must. (B2-C1 English level)Location: Availability to work in our location in Juan Diaz, Ciudad de Panama is a requirement.