Senior Warehouse Operations Manager

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

Responsible for managing department staff and ensuring production and quality goals are met in their area.

• Ensure that the warehouse operates at peak efficiency — with customer satisfaction the primary goal — by supervising, organizing, and training warehouse employees and establishing, monitoring, and managing operational goals.
• Develop warehouse operations systems by determining product handling and storage requirements, equipment utilization, inventory, gate processes, and shipping methods.
• Train and manage the warehouse team to solve day-to-day operational issues and reach short- and long-term performance goals.
• Oversee daily operations while controlling and managing inventory and logistics.
• Review and prepare workflows, staffing requirements, space allocations, equipment layouts, and action plans that meet company standards for productivity, quality, and customer service.
• Maintain a safe and healthy work environment by establishing and enforcing standards and procedures and by complying with legal regulations.

HOW YOU’LL MAKE AN IMPACT

• Manage employee adherence to job function process.
• Adjust staffing to meet production plan.
• Perform regular employee performance review, promotions, and demotions.
• Aligns departmental goals with overall site goals which ultimately support Alorica’s company goals for employee satisfaction and operational profitability.

WHAT YOU’LL ACTUALLY DO

• Facilitates daily agent coaching and development sessions in both written and verbal format
• Supervise daily warehouse activities, including quality assurance, inventory control, space management, logistics, floor productivity, shipping, and customer service.
• Schedule and oversee warehouse team and manage the flow and quality of work to maximize efficiency and minimize overtime.
• Inspect equipment, tools, and machinery regularly, and oversee general maintenance when necessary.
• Meeting regularly with warehouse leads to analyze productivity and develop actionable plans for loss prevention.
• Responsible for managing daily production goals, KPI management, and other projects as needed to meet customer commitments.
• Provide (Daily, Weekly, Monthly) reports to direct manager.
• Update and maintain work instructions, training sign off and tools per ISO requirements
• Responsible for subordinate employees training, performance, resource utilization, developing, coaching, and disciplining.
• Identify root cause to performance gaps, quality issues/process failures and  actions to drive improvement.
• Maintain overall 5S
• Plan daily workload for employees based on KPI and production plans.
• Responsible for excellent inventory management
• Perform other duties as assigned by leadership team

WHAT’LL SET YOU UP FOR SUCCESS

• 5+ years’ experience in production/warehousing operations required, 8-10 years’ experience preferred.
• ISO 9001 knowledge required.
• Lean knowledge highly preferred (Kaizen, continuous improvement projects, Green Belt, etc)
• Ability to work independently and to conduct assignments to completion within parameters of instructions given,…