Job Information
Alorica Global Wellbeing Director in Plantation, Florida
We are looking for the right person to remotely manage the programming and wellbeing services that Alorica provides to its Trust & Safety employees/content moderators who, in turn, support of Alorica’s growing Trust & Safety clients and their platforms. The successful candidate, having been trained in clinical mental health or an associated discipline (Clinical Psychology, Mental Health Counseling or Clinical Social Work, Public Health, etc.) will have either a Masters Degree or a Ph.D/M.D. in one or more of these fields and will also have the experience necessary to manage a global team of on-site and remote counselors who provide counseling and wellness services to our employees as part of our client service offering. The appropriate candidate will also be responsible for overseeing the achievement of service metrics and supporting business processes for our Global Employee Wellness Program. They will act as an escalation point for client issues as well as ensure overall program success.
Minimum Qualifications
Licensed counselor and either a Masters Degree or Ph.D./M.D in clinical mental health or a related discipline (Clinical Psychology, Mental Health Counseling or Clinical Social Work, Public Health, etc.)
Minimum 5 years supervisory or management experience. Experience in a therapeutic setting preferred.
Strong leadership skills and the ability to build effective teams.
Effective communication skills to interact with counselors, employees, and clients, with an emphasis on ability to communicate both verbally and in writing.
Assertive, self-confident, and resilient.
Basic computer skills. Familiar with Microsoft Office preferred.
Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals.
Bilingual Spanish and English a plus.
Job Responsibilities
Responsible for the administrative functions and supervision of an operations unit. This includes quality management for a team of onsite and remote counselors and wellness coaches.
Provide organization, direction and staffing for case load assignments to ensure all cases are handled in accordance with our Trust & Safety client policies and procedures.
Monitor cases and audit case files daily to ensure the proper target resolution is identified.
Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
Coach, mentor, and evaluate the performance of an assigned team.
Assist in the selection, counseling, and discipline of all staff on the team.
Provide oversight and direction to staff for assigned cases.
Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
Routinely evaluate and monitor case management procedures to implement any necessary changes.
Escalate cases through the appropriate channels in accordance with Alorica’s policies and procedures.
Provide quality customer service that exceeds customer expectations and improves the level of service being provided.
Escalate any situation outside the employee's control that could adversely impact the services being provided.
Lead quarterly reviews with the client; including preparing reporting and other materials relevant to the review.
Act as the primary Alorica point of contact for the client’s wellness team.
Support onsite wellness counselors in preparing and delivering wellness programming, including group sessions and creative intervention practices such as guided mindfulness meditation, mindful movement, art therapy, and music therapy.
Mental and Physical Requirements
This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers.
The nature of the work in this position is sedentary and the incumbent will be sitting most of the time.
Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the workday.
Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday.
Related Duties as Assigned
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.
Consequently, job incumbents may be asked to perform other duties as required.
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
Please contact your local Employee Relations representative to request a review of any such accommodations.
Travel Requirements – up to 50% including production sites in the United States, EMEA, and APAC
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.