Get To Know Alorica
Consumer expectations for great service are rapidly evolving with a growing expectation for more options, ease and effectiveness in every brand interaction. In today’s ultra-competitive market, providing insanely great customer experiences (CX) is what turns customers into brand loyalists. And that’s what Alorica specializes in. We’re a global leader in designing digital CX solutions that truly make lives better. Through effective customer service and support at every touchpoint—across voice, digital and back office—we deliver the speed, convenience and personalization that customers demand from brands they trust across a multitude of industries. Leveraging innovative technologies including digital assistants, intelligent automation, and a comprehensive analytics suite—we support the world’s most respected and innovative brands with the best talent and processes to create memorable experiences. We provide a host of world-class services—strategic consulting, customer care, financial solutions and digital services that are customized to our client’s needs across the Fortune 500 to digital pioneers within the communications, finance, fintech, healthcare, retail, and technology vertical markets.
The company was founded in 1999 and is headquartered in Irvine, California with locations in North America, Central and South America, India, AMEA and Asia.
Summary
This role will be a member of Alorica’s Client Solutions team and provides end-to-end strategic business consulting, product solutions, and relationship management for a key client. Evaluates and leverages global client performance trends to meet and exceed client expectations through the efficient coordination of resources across the enterprise.
The successful candidate will have a strong understanding of the healthcare industry drivers and of new economy players – including what drives motivates their success and future industry outlook. The individual will have strong business acumen to plan business development, business communication skills to involve in strategic discussions, technical background to facilitate solutions design, operational excellence to execute and work with internal teams, and excellent communication skills to influence clients. In addition, candidate must be highly collaborative, innovative, customer centric, and bring a structured approach. Candidate must be self-driven and assertive.
Job Functions
- Oversight and responsibility for relationship development and cultivating new business opportunities with key clients within the assigned vertical or strategic account to expand revenue - 50%
- Provide leadership in managing the client relationship process and working across multiple internal departments - 50%
Key Job Responsibilities
- Expand the depth and breadth of our global revenue with existing clients in assigned vertical or strategic account.
- Align overall Corporate strategies with clients to maintain and expand revenue.
- Collaborate with Operations and clients to develop new services and/or increase market share with existing clients.
- Provide leadership for cross-departmental teams on all contract renewals, negotiations, and client proposals.
- Develop and introduce solutions based on understanding of client’s business issues.
- Manage and develop relationships between Alorica and assigned client(s), ensuring achievement of client performance standards and consistency in operations across all sites.
- Serve as liaison between assigned client(s) within the vertical and operations ensuring all performance issues are appropriately escalated and resolved through the implementation of action plans and/or process improvements.
- Collaborate with Operations and the Data Analytics team to create work strategies based on the performance trends observed in all available reporting according to segmentation standards.
- Provide data analysis and reporting of client performance and trends to business leaders to ensure goals and objectives are met and ensuring favorable client rankings are achieved.
- Create and maintain business ramp up/staffing plans for new business, increased market share in existing business, or moving of business from one site to another with Operations.
- Partner with Operations to develop and implement internal operations and back-office processes for clients to ensure compliance with contractual requirements for work standards and reporting.
- Create, maintain and work with Operations to implement action plans based on strengths and areas of opportunity in performance/quality for managed clients with input and feedback from Operations.
- Coordinate processes with all functional groups to ensure consistency throughout the company.
- Maintain relationships with clients regarding communication, reports and other client requirements or needs.
- Utilize internal site capacity documents to ensure that we are leveraging network assets with our clients.
- Oversee the quality and accuracy of Client Solutions daily reporting completed by team.
- Participate in client performance calls, onsite meetings, and monthly/quarterly business reviews with management
- Communicate status updates on projects, issues, etc. to clients and deliver all client communications internally
- Have complete understanding of all scorecard components and set workforce utilization to line up with client metrics.
- Coordinate client audits between internal groups for work standards, processes and compliance
- Act as a strategic leader for internal resources as well as client contacts to successfully negotiate, close and implement new business.
- Work with internal teams to structure value proposition to clients.
- Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals.
- Meet with sales leadership to craft personal development strategy on a regular basis.
- Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives. Looks for methods to improve quality, efficiency and productivity, improve customer service, reduce costs, increase profits, or improve control measures.
- Conducts special projects as directed by the CCO or CEO.
- Manages a global team of Vice Presidents, Sr Directors, Directors, Sr Managers and Managers.
Education/Experience
- Bachelor's Degree in Business or related field, or equivalent experience
- 10+ years of experience in healthcare client solutions ensuring that clients, employees and other’s highest priority needs are being served
- Strong experience with contract negotiations and management
- 10+ years track record of driving record revenue and margin growth across multiple accounts preferred
Other Skills/Abilities
- Proven ability to work at C level of clients to drive strategy
- Experience managing and rapidly growing strategic accounts
- Solid leadership skills to work across multiple internal and external departments/leaders
- Proven track record of developing leadership base in SVPs organization
- Excellent Collaboration skills, proven skills in balancing the needs of the business and Client requirements/wishes, fact-based decision-making skills, superior listening skills
- Strategic thinker – Envisions 2 years down the road for clients
- Business Acumen – Ability to translate the sum of individual contributions to result in profit for the company, performance for the client, and improve agent satisfaction
- Ability to recognize/develop talent
- Ability to lead cross functional and get all parts of organization aligned
- Challenges the status quo and actively demonstrates willingness and capability to have hard or intentional conversations both with clients and internally while keeping Alorica’s long term best interest in mind; does not deflect and rationalize problems, but takes true ownership for the solution to lead the organization forward
Travel
Equal Opportunity Employer – Veterans/Disabled
We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.
