PRESS RELEASE: Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands

Alorica Website
Screenshot from Alorica.com

PRESS RELEASE: Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands

The new Alorica will employ more than 91,000 people in 154 locations spanning 16 countries across five continents

IRVINE, Calif. – June 1, 2016 – Alorica Inc. (Alorica) has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated an aggregate of approximately $2.3 billion in revenue. Going to market under the Alorica brand, the new Alorica will be staffed by 52,000 industry experts in North America (including 6,000 Work-at-Home employees) and more than 38,000 across the globe, with 26,300 based in the Philippines and 11,800 in Latin America. These professionals will be engaging customers in more than 30 languages in all channels. The combined company will integrate strengths from both companies with an emphasis on transforming the customer experience through data-driven insights.

Andy Lee, founder of Alorica, will be CEO and Chairman of the new organization, based in Irvine, Calif. He will also be the majority shareholder. “This blend of talent allows us to better serve customers because of our substantial global footprint, broad and deep vertical expertise and industry-leading solutions. More importantly, we share the same commitment to our people, passion for our clients and integrity in our business.”

Bob Segert, President and Chief Executive Officer of EGS, addressed the acquisition, saying: “I’m proud of the transformation EGS has achieved in recent years. Our people have worked hard to earn the trust of our clients and become a valued service partner. The combination of our companies creates innovative capabilities to deliver world-class customer experiences, with an even broader suite of solutions.”

The new Alorica will serve more than 600 clients, supporting customers through every channel, including voice, mobile, chat, social media and video. For these and future clients, the timing of the acquisition is also critical. “Increasingly more companies are looking for industry-specific customer experience solutions,” said Lee. “With our domain expertise in nine major verticals, particularly in healthcare, communications, retail and financial services, we’ll be well positioned to tailor the right mix of talent, capacity, analytics and technology to deliver solutions for every client.”

This acquisition is subject to customary closing conditions, including applicable regulatory requirements. The companies expect to complete the transaction with regulators’ approval by early Q3 2016. When the transaction is finalized, the possibilities, says Lee, are endless: “Creating insanely great customer experiences that surpass expectations is what Alorica is all about. The new Alorica will make countless lives better across nearly every continent, one customer interaction at a time.”

EGS Website
Screenshot from EGSCorp.com

EGS’ shareholders will continue to be meaningful minority shareholders in Alorica. EGS is a portfolio company managed by One Equity Partners (OEP). OEP is a leading middle-market private equity firm with $4.3 billion under management and offices in New York and Chicago, and advisory offices in Frankfurt and São Paulo.

Credit Suisse and M/Cap Advisors acted as financial advisors to Alorica and Latham & Watkins LLP served as Alorica’s legal counsel. J.P. Morgan Securities LLC acted as sole financial advisor to One Equity Partners and Dechert LLP served as EGS’ legal counsel. In conjunction with this transaction, Credit Suisse, Bank of America Merrill Lynch, Bank of the West, BNP Paribas and Wells Fargo provided financing commitments to expand Alorica’s term loan and revolving credit facility to $1.1 billion. McGuireWoods LLP served as counsel to Alorica and its subsidiaries in connection with the financing.

# # #

Media Contact for Alorica
Ken Muché
Director of Global Public Relations
(949) 527-4686
Ken.Muche@Alorica.com

Media Contact for EGS
Mindy Danforth
(623) 332-5696
Mindy.Danforth@egscorp.com

About Alorica

At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 53,000 employees in 71 locations across the globe. Intrigued? Learn more at http://www.alorica.com.

About Expert Global Solutions Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.1B, EGS has over 40,000 employees in more than 70 locations across 11 countries.

EGS customer care support services, delivered through voice, text, chat and email, span the customer management experience. From answering product-related questions and technical support, to up-selling and cross-selling, to social care. For financial care, EGS supports critical financial management functions, such as first party accounts receivable management, revenue cycle management, and order to cash.

EGS has deep vertical expertise, with a unique understanding of industry-specific needs, including healthcare, financial services, logistics, online retail, technology, telecommunications and utilities. An award winning company and equal opportunity employer, EGS is committed to delivering an exceptional customer experience, in every interaction. Find out more at http://www.egscorp.com.

Source:

  1. Alorica.com – http://www.alorica.com/alorica-to-acquire-egs-to-provide-exponentially-more-scalable-customer-experience-solutions-on-a-global-scale-for-the-worlds-leading-brands/
  2. EGSCorp.com – http://www.egscorp.com/news/2016/06/02/alorica-to-acquire-egs-to-provide-exponentially-more-scalable-customer-experience-solutions-on-a-global-scale-for-the-worlds-leading-brands/

Recruitment Manager

Position: Recruitment Manager

Location: Bonifacio Global City, Taguig

Salary: 50-60K (negoatiable)

Qualification:

  • Must be a bachelor’s degree holder
  • At least 2 years of Managerial experience preferably in a BPO
  • Must have recruitment/sourcing experience

Work Schedule: Flexi/Midshift

Interested? Send your updated CV together with Current and Expected Salary to: callcenterpilipinas@gmail.com

Call Center Pilipinas acquired by Humane Strategic Consulting and will be using CallCenterPilipinas.com as domain name

Hello guys, sorry for not being able to update you with our latest job opportunities for BPO, KPO and Call Center-related careers. We were delighted to announce that we have been acquired recently by Humane Strategic Consulting, a company founded by the very same person who founded Call Center Pilipinas and IT Pilipinas. As part of these […]

Senior Recruiter

Senior Recruiter
Location: Taguig city
Shift: mid-shift and night shift
Headcount: needs 2 Good recruiters.

Qualification:

  • Min. of 1 to 4 years of exp. as a Recruiter
  • Willing to work in the mid shift and night shift. 
  • Willing to work in Taguig City

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


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Talent Acquisition – Lead

Talent Acquisition – Lead
Location: Taguig city
Shift: mid-shift and night shift

Qualification:

  • From a good BPO company with min. 2 years experience as a Talent Acquisition Lead who can hit the path of Talent Acquisition Manager in 6-months time. 
  • Min. 4 years of exp in BPO Hiring. 
  • Willing to work in the mid shift and night shift. 
  • Willing to work in Taguig City

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!

Korean Contract Management

Korean Contract Management
Salary: 71K – 100K
Starting date: ASAP

• Must be fluent in Korean and English or vice versa
• Must have legal background or has been exposed to various contracts.
• Will to do Contracting work which entails contract drafting and proposals
• Legal writing skill is required.
• Should have knowledge in drafting contract like pre-signature contract drafting, proposals and Corporate contracting principle
• Willing to start ASAP

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
Twitter: http://www.twitter.com/callcenterph
Google+ : http://www.gplus.to/callcenterpilipinas

NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!

Workforce Management Director

Workforce Management Director
Location: Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

Responsibilities:
1. Directs and oversees the Business Readiness team and Real-Time Monitoring team in supporting operations
2. Serves as the primary point of contact for staff level forecasting, capacity planning, resource planning, and provides input to the finance department for contact center financial planning
3. Supports the strategic objectives of the organization by understanding the current state of the company, its customers, industry, and environment.
4. Directs the multi-site contact center schedule requirements, and provide consultation to teams on methods to optimize staffing and best meet call volume patterns across the network, including outsource partners
5. Develops business plans for department operations, including budget Ensures that staffing is efficient in order to maintain operational objectives
6. Analyzes contact center trends to predict long-term and short-term staffing needs
7. Evaluates and performs risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facilities utilization
8. Works toward achieving maximum efficiency of call intakes
9. Develops policy and procedures for the information flow of contact centers
10. Ensures that operating units are compliant with established operational controls and best practices
11. Reports on and identifies account profitability and opportunities, recommending strategies to improve
12. Leads, mentors and develops a team of workforce managers, supervisors and analysts

Requirements:
• Ability to build strong relationships with applicable leadership teams
• Enthusiasm and curiosity for continuous improvement and root cause analysis
• Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into the details where necessary
• Proactive leader who uses good judgment and makes decisions as necessary
• Demonstrated ability to attract and develop strong talent
• Outstanding verbal and written communication, ability to present and gain consensus with a large group
• Outstanding decision making ability and ability to work independently
• Strong problem-solving skills, self-motivation and the capacity to work under pressure and tight deadlines
• Inquisitive and a self-starter by nature
• Call Center operations/leadership experience
• Advanced Microsoft Excel skills required
• Amenable to working in Frontera Verde, Pasig City

Work Experience and Education Guidelines:
• University degree or equivalent
• 7+ years demand planning and forecasting experience
• 7+ years capacity planning and resource planning experience
• 7+ years of experience using a workforce management system (preferably IEX TotalView)

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
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Facebook: http://www.facebook.com/callcenterpilipinas
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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!

 

 

Workforce Management Supervisor

Workforce Management Supervisor
Location: Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

Responsibilities:
1. Acts as POC in managing the day-to-day operation of the Real Time Adherence Team while maintaining service levels for a US-based Database Management Account.
2. Oversees the Real Time Adherence Team’s creation of reports to meet requirement of Operations/ Management / other departments.
3. Supervises daily activities and deliverables of RTAs
4. Develops employee schedules to match planning and forecasting outputs, as well as planning input from operations Management
5. Utilizes effective methods for managing scheduling practices such as the schedule bid process.
6. Schedules for planned absences; schedule changes, such as vacation and breaks
7. Retains special training and special events schedule
8. Uses accuracy of forecast and schedule accuracy measurements for continuous improvement
9. Works closely with client services to adjust staffing expectations based on validated data.
10. Conducts root cause analysis as required, and provides business solutions to Manager/Client.
11. Works closely with Operations Team to ensure respective lines of business are in line with requirements.
12. Mitigates business deliverable risk by closely maintaining all short and long term staffing requirements.
13. Ensure continued profitability via efficient resource allocation
14. Measures, monitors results and makes adjustments based on requirements and business deliverables.
15. Recommends and modifies staffing models to best suit contractual requirements.
16. Remains highly familiar with all contractual deliverables and parameters.
17. Participate in strategic business planning in the absence of the Workforce Manager
18. Communicate effectively with team regarding business and operation demands
19. Leads and manages the team in meeting the overall HR performance by controlling and complying to company established standards and local laws

Requirements:
• Candidate must possess at least a Bachelor’s Degree in any field.
• At least 4year(s) of working experience in the related field is required for this position.
• Preferably Workforce Supervisors specializing in Scheduling, Reporting and RTA in Call Center environment in the last 3 years with extensive background in handling Inbound programs.
• Has prior experience in Reports Generation and Analysis
• Strong working knowledge of Workforce Management tools such as CMS, IEX, EWM, Crystal reports.
• Thorough knowledge of Ms Office specifically advanced knowledge in Excel
• Excellent communication skills
• Highly analytical
• Sound people management
• Sound time management
• Ability to multi-task, adapt to changes, and achieve results with accuracy and precision
• Proven Leadership skills
• Open to working on flexible and graveyard shifts
• Ability to begin ASAP is an advantage
• Applicants must be willing to work in Silver City, Frontera Verde, Pasig City

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
Twitter: http://www.twitter.com/callcenterph
Google+ : http://www.gplus.to/callcenterpilipinas

NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview


This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!