Team Manager Customer Experience - Temporary - Bilingual Spanish

Other Jobs To Apply

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 GEDrequired
  • 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 computerproficiency
  • Objectivity,professionalismand maturity
  • Flexibility anddemonstratedability 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 On

Back to blog

Other Jobs To Apply

AI Automation Specialist Full Time / Remote View Position

Remote Video Editor & Creative Storyteller

Technical Operations Analyst with Python, Electronic Trading Systems Preferred – Work From Home

Junior Data Analyst, Excel Experience Required – Work From Home

Claims Professional

Remote Freelance Writer — Part-Time, Project-Based

Amazon is hiring a Fulfillment Center in Slidell | Apply Now

Ocala Fulfillment Center(Gig)

Amazon Warehouse

Fulfillment Center|Flexible|Colorado Springs

Sales Rep - Part Time - Flexible Work

Urgent Hire:Warehouse Forklift Operator(Flexible,Fort Worth)

Utilization Management Nurse Consultant – Eastern Time Zone

Assistant Business Technology Liaison

Online Chat Representative

Python Software Engineer – Work From Home

Grand Prairie Job:Overnight Warehouse Associate(Full-time) | Hiring

Evening/Weekend Amazon Go Retail Customer Associate(Brownsville)

Hiring:Inventory Control Associate(Flexible,Dallas)

(Remote)Data Analyst

Work At Home Data Entry Remote Admin Assistant

Remote Live Captioner: Real-Time Subtitling

Beginner Creative Writer (Online) (Blog)

Remote Content Writer — SEO, Storytelling & Growth

Join Team:Fulfillment Center(Flexible,Tallahassee)

Apply Now:Inbound Warehouse Associate(Flexible,Bakersfield)

Experienced Remote Data Entry Clerk – Disney’s Global Entertainment Brand – Workwarp – Immediate Hiring for Detail-Oriented and Tech-Savvy Professionals

Fulfillment Center(Contract)-Waco,TX

Riverside Sortation Warehouse Associate(Gig)

Shepherdsville Amazon Hub Locker+ Customer Service Associate

Ocala Part-Time Opening:Amazon Delivery Station Customer Service

Fulfillment Center(Contract)-Tampa,FL

Urgent Hire:Sortation Warehouse Associate(Flexible,Fort Worth)

Appointment Scheduling Specialist – 3147 S 17th/Remote – FT

Freelance Product Tester (Work from Anywhere) (Blogging)

[Work From Home] Data Entry Job (Walmart Part Time) Â Work From

Davenport Contract:Fulfillment Center-Warehouse Packer

Online Transcription Jobs: Work from Home - Apply Today

Registered Nurse Care Coach

Weekend Customer Service Representative

On-Call Overnight/Weekend Scheduler - Remote Position

UPS Remote Jobs (Data Entry) $25/Per Hour WFH

Part-time Data Entry Assistant

Remote Chat Moderator – Entry‑Level Role with Competitive $25‑$35/hr Compensation, Flexible Schedule, and Remote‑First Culture

Payment Integrity Professional

[Remote-Position] Chewy careers remote

Paid Product Tester

Housekeeping Inspector - Full Time | Part Time | Seasonal

Watch Netflix (Tagger): $12-$46

Evening driver/courier | Colorado Springs, CO

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...