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Alorica Operations Manager in Rockford, Illinois

/GET TO KNOW ALORICA:/ / 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./ * / Job Summary:/* / Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager./ * / Key Job Responsibilities:/* * / Oversees all aspects of team member training and development related to programs and client needs/ * / Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees./ * / Manages all financial and budgeting responsibilities of operational support division./ * / Oversees performance and quality standard reviews to ensure outcomes meet client expectations./ * / Troubleshoots and creates action plans to quickly and effectively address problems./ * / Identifies process improvement opportunities to drive operational efficiencies operation./ * / Monitors all key metrics in support of meeting/exceeding initiative objectives./ * /Other Related Duties:/* * / Maintain positive, consistent, and effective communications with staff and Senior Leadership teams/ * / Other Duties as assigned/ * Minimum Education and Experience:* * Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience * Extensive experience in management and operations management in a customer service or call center environment. * Adjudication Experience * Background within Insurance or Benefits Claims Processing * Strong Analytical experience * Detail Oriented * Proven background working with benefits investigations or research * Excellent written and verbal communication skills with the ability to solve issues * Knowledge, Skills and Abilities:* * Strong organizational and strategic planning skills. * Client advocate with strong customer service skills. * Ability to coach and develop program management to drive program performance. * Flexibility and versatility in problem analysis and resolution requiring attention to detail. * Ability to communicate across functional lines. * Ability to analyze and interpret qualitative and quantitative data * Excellent interpersonal, written and oral communications and organizational skills. * Work Environment:* * Flexibility in hours and days to support program needs * Work performed in a climate-controlled call center environment or corporate office * Equal Opportunity Employer - Veterans/Disabled*