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- Comp & Benefits
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I worked at Alorica full-time for more than a yearPros
The position is relatively easy: Empathize with the customer's situation while you solve his or her problem. Within 6 months, I was offered a team management position with less time flexibility and less base pay then a high-performing agent. I chose to stay as an agent because I was completing my college education and I needed the scheduling flexibility.
If you understand that you are passing through and this position is temporary, then you'll love your job (not career).Cons
Lack of clear process flow creates a steep learning curve during training. After a week of reading through terms and conditions, trainees continue learning by "doing". This is where most of the workforce attrition occurs because of trainees lack of preparation.
After making team manager, it can take years to be promoted into an operations manager or site manager position.
Pay is relatively low, but above average when compared with other call centers in the area.
The company makes money based on the agent taking calls efficiently as possible and meeting the SLA for all LoB's supported by the call center. Dont expect special treatment when volumn is high. It doesn't make sense from a business perspective.Advice to ManagementAdvice
Convey tactical level priorities to front line employees. They will understand that it is a business if you treat them like adults.RecommendsNeutral OutlookNo opinion of CEO