Lead Customer Experience Agent

## JOB DESCRIPTION

LEAD CUSTOMER EXPERIENCE AGENT

Location: St Joseph MO

Employment Type: Full Time

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

The CSR – Lead performs work in a call center environment providing expert or general guidance / direction, training and technical assistance to production and support personnel as well as directs the work of other associates and contributes to their professional development. Work is performed under general supervision. The CSR – Lead functions as the Subject Matter Expert, providing quality customer service and / or sales in a professional and polite manner with the intent of providing customer satisfaction and retention and meeting program goals.

WHAT YOU’LL ACTUALLY DO

• Receives and handles calls
• Responds to customer inquiries that go beyond typical scripted responses
• Handles inquiries with complete knowledge of product/service or appropriately researches information and/or makes proper referrals
• Provides immediate feedback to customers problems/concerns using proper telephone etiquette
• Attends scheduled meetings as required by the Team Manager
• Assists Supervisor/Manager with coaching and development of new agents or low performers to increase productivity and performance
• Monitors and provides agents with feedback on quality using standard coaching methods
• Assists in delivering team briefings and huddles
• Makes attempts to resolve issues and deescalate issues from dissatisfied customers
• Assumes responsibility (leads) for producing desired performance results
• Takes the lead in applying new processes and teaching them to others
• Supports Team Manager with reporting requirements.

• May perform other specific duties as necessary and required by program/account
• Maintain Quality Assurance Performance Standards
• Strive to meet or exceed productivity goals
• Maintains and updates customer information as necessary

• Need at least 7 years background in Quality

• Analyze performance data to identify trends, gaps, and improvement opportunities

• Prepare and maintain quality reports, dashboards, and scorecards

• Provide actionable feedback and coaching recommendations to agents and team leads

• Collaborate with operations and training teams to improve processes and KPIs

## QUALIFICATIONS

WHAT’LL SET YOU UP FOR SUCCESS

• High School Diploma or GED required; graduation from a college with an Associates degree preferred
• Generally 2 – 4 years of experience in related area of responsibility in the call center industry
• Considerable knowledge of product/procedures
• Minimum of six (6) months of experience on the specific program/account
• Fluency in program specific language
• Good attendance and flexibility required
• Other client specific requirements as necessary

• Knowledge of Microsoft Word, Excel (or similar Windows based software)
• Ability and willingness to assume responsibility for producing desired results through other people
• Ability to accomplish multiple tasks of varying priority within allotted time frames
• Must be able to demonstrate and communicate best practices to others effectively
• Strong interpersonal and customer service skills
• Excellent oral and written communication skills

Work Environment:

• Constant work performed in a climate controlled, call-center environment
• Constant usage of phone and computer systems

Physical Demands:

• Constant sedentary work
• Standing and walking within a limited range for extended periods

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 One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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